Juan Carlos Tapia Lemus

• Developed training materials for new screeners on best practices, improving overall team efficiency and consistency in evaluation methods.
• Complied with all federal, state, and local regulations as well as company rules.
• Maintained accurate reports and records on Subject and to ensure proper alignment between candidate skills and position requirements.
• Checked equipment during each shift to assess functionality.
• Served as a point of contact for candidates throughout the screening process, addressing inquiries and providing guidance when necessary.

Protected confidentiality of data by using security techniques.

• Developed strong relationships with clients, resulting in repeat business and positive feedback.
• Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
• Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
• Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
• Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
• Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
• Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
• Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
• Multitasked to handle diverse customer needs in high-volume Type setting, prioritizing tasks to keep up with challenging deadlines.
• Contributed to product manuals and help sections, making it easier for customers to find solutions independently.
• Reduced call handle time, allowing for more customer inquiries to be resolved each day.
• Created user accounts and assigned permissions.

• Monitored emails, organized inbox, and prioritized messages for supervisor.
• Answered and screened calls to provide information, schedule appointments and take detailed messages.
• Facilitated smooth operations with proficient data entry and document management for various projects.
• Maintained a well-organized database system for improved information accessibility in daily operations.
• Completed business correspondence, transcription, and data entry.
• Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
• Managed multiple priorities effectively under tight deadlines while remaining detail-oriented throughout each task.
• Conferred with customers by telephone, chat or email to provide information.
• Enhanced client satisfaction by efficiently managing and organizing schedules, appointments, and travel arrangements.
• Kept extensive contact list updated with new contacts and changes to existing contacts.
• Upheld the highest standard of confidentiality when handling sensitive information related to clients'' personal or business affairs.
• Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information.
• Promoted company values through consistent representation of brand voice in all written communications.
• Uploaded files for team use on Google Suite and SharePoint.
• Enhanced project outcomes with diligent follow-up actions, ensuring all tasks were completed to highest standard.
• Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
• Managed filing system, entered data and completed other clerical tasks.
• Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.