Karynes Tortolero
Palmetto,WY
Summary
Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.
Overview
7
7
years of professional experience
Work History
Client Service Representative
Paychex Inc
04.2023 - Current
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Managed high value of incoming calls, emails, faxes per day from clients
- Streamlined communication for improved efficiency by creating a centralized system for tracking client requests.
- Delivered outstanding customer service via phone by maintaining a professional demeanor during high-pressure situations.
- Increased customer retention rates through personalized follow-ups and timely resolution of concerns.
- Ensured compliance with all relevant laws and regulations, staying up to date on industry changes.
- Uses systems and software packages, which may include HRIS, Salesforce, Flex, Core Advanced, and ORS
- Develops and maintains a basic working knowledge of one or more Paychex products
- Performs data input, maintaining strong prioritization and organization
- Documents all client interactions
Participant Services Representative
Paychex Inc
10.2022 - 04.2023
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues in a professional manner.
- Clients with account maintenance tasks, improving overall account management efficiency.
- Handled high call volumes efficiently, maintaining professionalism under pressure while meeting performance targets.
- Provided comprehensive benefit plan education to participants, enabling informed decision-making regarding plan options.
- Implemented improved communication strategies between departments, leading to more effective problem-solving and streamlined operations.
- Documents all participant interactions
Custumer Service Representative
TTEC
05.2020 - 07.2021
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high volume of incoming calls, emails and faxes per day from customersStreamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience, resolving card issues such as pin reset, WU transfer, issuing a new card, updating profile on the bank system and providing general information about their card or sponsor and helping them get connected with the right department as well
- Worked at fraud and risk department dealing with software experian, Lexisnexis, and PAS, Verified card holders' identity to define the account was fraud or not fraud.
- Worked as well at claim department filling client dispute.
Manager and Business Development
Smart Circle
05.2017 - 03.2019
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Face to face marketing solution and direct sales inside the store like Sam's club, Walmart, Costco, BJ among others.
- Responsible for promoting direct sales of television, internet, voip and wireless with companies such as Directv, At&t, Centurylink, Cox Communication, Verizon, and Sprint at Sam's club and Walmart in the area of Panama City and Fort Walton, Florida.
- Personally dealing with the general manager of Sam's club and Walmart to cooperate or negotiate and solve any compliance issues from part of my team or customer.
- Through Ownerville software was able to do, track recruiting, sales, send virtual training to employees, qualifying leads and process sales.
- Responsible for developing and executing sales strategies and training to achieve team goals.
- Responsible for motivating my team everyday and helping them to get better everyday.
- Responsible for coordinating road trips to help staffing other markets Organizing work schedules and maintaining worker timesheets.
Education
Associate of Arts - Architectural Design And Construction Technology
Seminole Community College
Lake Mary, FL11.2012
High School Diploma -
Los Robles
Venezuela07.2002
Skills
- File Management
- Service Recommendations
- 401K Account Management
- Client Relations
- Good Communication skill (Bilingual, English and Spanish)
- Active listening skills
- Goal oriented
- Computer Knowledge: Microsoft Office, Google Doc,Google Drive
- Active Listening Skills
- Client Relationship Management
- Plan Optimization
- Problem Solving
- Team Collaboration
- Self-Motivation
- Attention to Detail
- Critical Thinking
Languages
Spanish
Native or Bilingual
English
Full Professional
Software
HRIS
Salesforce
WEBORS
LEXISNEXUS
Stock 101 Certificate
Latino Wall Street - 2023
Florida Real Estate Licenses
TREI 2016-Present
License Number SL335864
Gold Coast Professional school
2022-Present - 20 hr FLSAVE Comprehensive MLO principles and practices. NMLS ID 2279896
Timeline
Client Service Representative
Paychex Inc
04.2023 - Current
Participant Services Representative
Paychex Inc
10.2022 - 04.2023
Custumer Service Representative
TTEC
05.2020 - 07.2021
Manager and Business Development
Smart Circle
05.2017 - 03.2019
Associate of Arts - Architectural Design And Construction Technology
Seminole Community College
High School Diploma -
Los Robles
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