Julianna Torres
Medford,New York
Summary
.Proven leader in customer service and call management, excelling at The Bridgeport and Port Jefferson Ferry Company. Enhanced team performance and client satisfaction through effective conflict resolution and critical thinking. Achieved significant improvements in operational efficiency and customer service standards, demonstrating exceptional computer proficiency and a collaborative spirit.
Overview
6
6
years of professional experience
Work History
Call Center Supervisor
The Bridgeport and Port Jefferson Ferry Company
12.2023 - Current
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Implemented data-driven decision-making processes, analyzing key performance indicators to identify areas for improvement.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
Call Center Representative
The Bridgeport and Port Jefferson Steamboat Co.
08.2022 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Recreational Specialist
The Arbors At Islandia West
06.2020 - 08.2020
- Assisted in the development and delivery of therapeutic recreational services to promote the resident’s opportunities for engaging in normal life enhancement pursuits and to increase and/or maintain functioning levels.
- Encouraged resident participation in group and individual activities including arts & crafts, community outings, religious activities, intellectual/educational activities, community service activities, recreational activities, etc.
- Maintained accurate records of participant attendance, equipment inventory, and program expenses, ensuring proper budget management.
- Collaborated with team members to develop innovative programs, resulting in increased participation rates.
- Managed program scheduling, effectively balancing resources and personnel to offer a diverse range of recreational activities for all participants.
Cashier
Uncle Guiseppe's Supermarket
10.2018 - 06.2019
- Operated cash register to record transactions accurately and efficiently.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
Education
Bachelor of Science - Biology
St. Joseph's University, Long Island
Patchogue, NY05-2025
High School Diploma -
Comsewogue High School
Port Jefferson Station, NY06-2020
Skills
- Customer Service
- Call Management
- Reliable team player
- Problem-solving abilities
- Critical Thinking
- Computer Proficiency
- Conflict Resolution
Timeline
Call Center Supervisor
The Bridgeport and Port Jefferson Ferry Company
12.2023 - Current
Call Center Representative
The Bridgeport and Port Jefferson Steamboat Co.
08.2022 - Current
Recreational Specialist
The Arbors At Islandia West
06.2020 - 08.2020
Cashier
Uncle Guiseppe's Supermarket
10.2018 - 06.2019
Bachelor of Science - Biology
St. Joseph's University, Long Island
High School Diploma -
Comsewogue High School
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