Julissa Carmona
Cranston,RI
Summary
Organized and detail-oriented applicant with a great education. Gifted and astute individual with successful background promoting safety programs and mentoring individuals on mishap and accident avoidance. History of championing program training in various organizations throughout well-established career.
Overview
5
5
years of professional experience
Work History
Customer service representative
United way (211)
02.2021 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Implemented new training programs for better team performance and improved service quality.
- Streamlined workflow processes to increase efficiency and reduce response times.
- Collaborated with cross-functional teams to improve overall customer experience.
- Mentored junior staff, providing guidance on best practices in customer service.
- Consistently met or exceeded performance metrics, leading to increased team success and recognition.
- Conducted regular performance evaluations for continuous improvement of team members'' skills and abilities.
- Played a key role in reducing call wait times by optimizing scheduling and resource allocation.
- Offered personalized solutions for customers by thoroughly understanding their needs and preferences.
- Managed escalated calls effectively, minimizing negative impact on client relations while maintaining composure under pressure.
- Supported management in hiring efforts, participating in interviews and providing input on potential candidates based on skillset requirements.
- Organized and facilitated ongoing training sessions covering industry trends, product knowledge, and best practices in customer service.
Mental Health Assistant
Judge Rotenberg Educational Center
01.2019 - 01.2021
- Improved patient well-being by providing compassionate support and care in one-on-one and group settings.
- Assisted mental health professionals with treatment plans, enhancing the therapeutic environment for patients.
- Conducted comprehensive patient assessments to identify individual needs and develop appropriate care strategies.
- Maintained detailed records of patient progress, facilitating effective communication among healthcare team members.
- Provided crisis intervention services, ensuring timely response and appropriate action during emergency situations.
- Developed rapport with patients by actively listening and empathizing, fostering an atmosphere of trust and mutual respect.
- Educated patients on coping techniques and self-care strategies, empowering them to manage their own mental health effectively.
Education
Bachelor of Arts in Justice studies -
Rhode Island College
Bachelor of Arts in Sociology -
Rhode Island College
MBA - Business Administration
Western Governors University
Salt Lake City, UT09.2024
Skills
- Data Entry
- Scheduling
- Complaint Resolution
- Call Management
- Microsoft Excel
- Professional Telephone Demeanor
- Customer Service
- Service Standard Compliance
- Training Development Aptitude
- Project Management Abilities
- Customer Relationship Management (CRM)
- Prioritization
- Building Rapport
- Staff Training
- Call Center Experience
- Critical Thinking
- Quality Assurance Controls
- Staff Education and Training
- Problem-Solving Abilities
- Call Triaging
- Team Development
- Microsoft PowerPoint
- Microsoft Outlook
- Call Center Operations
- Strategic Planning
- Process Improvement
Languages
Spanish
Native or Bilingual
Timeline
Customer service representative
United way (211)
02.2021 - Current
Mental Health Assistant
Judge Rotenberg Educational Center
01.2019 - 01.2021
Bachelor of Arts in Justice studies -
Rhode Island College
Bachelor of Arts in Sociology -
Rhode Island College
MBA - Business Administration
Western Governors University