Junior Paula
WINDERMERE,FL
Summary
Distinguished for enhancing customer satisfaction and trust at Alorica through exceptional support and resolution skills, I bring a proven track record of reliability and observational acumen. Leveraging adeptness in software systems and privacy respect, I excel in transforming challenges into loyalty-building solutions, embodying adaptability and professionalism in high-stress environments.
Overview
17
17
years of professional experience
Work History
Home Support Worker
Afni Call Center, AGERO, ARISE
03.2020 - 07.2024
- Developed trusting relationships with clients, establishing rapport and open communication.
- Enhanced client comfort by providing personal care services such as bathing, grooming, and dressing.
- Ensured client safety by identifying potential hazards in the home environment and implementing appropriate interventions.
- Assisted disabled clients to support independence and well-being.
- Assisted clients with mobility issues, ensuring safe transfers and ambulation around the home.
- Provided transportation and appointments management.
Guest Service Assistant
Mears Transportation
06.2018 - 05.2020
- Supported event planning efforts by coordinating logistics and assisting in setup as needed.
- Conducted regular inventory checks of supplies, placing orders when necessary to avoid stockouts or shortages that could impact service levels.
- Communicated effectively with team members to guarantee smooth operations during high-volume periods.
- Created welcoming and comfortable environment for guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
Customer Service Representative
Disney
09.2013 - 05.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Call Center Representative
Alorica
03.2007 - 04.2010
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Education
Associate of Science - Computer Information Systems
UNATECH
Dominican Rep.07-2005
High School Diploma -
Vocational School
Port-Au-Prince09-2004
Skills
- Reliability and punctuality
- Behavior redirection
- Adaptable to change
- Observational skills
- Progress documentation
- Respect for privacy
Languages
French
Full Professional
Spanish
Full Professional
English
Full Professional
Timeline
Home Support Worker
Afni Call Center, AGERO, ARISE
03.2020 - 07.2024
Guest Service Assistant
Mears Transportation
06.2018 - 05.2020
Customer Service Representative
Disney
09.2013 - 05.2018
Call Center Representative
Alorica
03.2007 - 04.2010
Associate of Science - Computer Information Systems
UNATECH
High School Diploma -
Vocational School
Similar Profiles
Jasmin BrandJasmin Brand
Customer Service Representative at Afni Call CenterCustomer Service Representative at Afni Call Center
BRYAN COMPTONBRYAN COMPTON
Insurance Specialist at Afni Call CenterInsurance Specialist at Afni Call Center
LATASHA GLASCOLATASHA GLASCO
Customer Service Representative at Afni Call CenterCustomer Service Representative at Afni Call Center