Kassandra Velazquez
Phoenix,AZ
Summary
Offering excellence in Communication, multitasking and attentive abilities. Experienced with managing high-volume customer interactions. Utilizes effective communication and problem-solving to address and resolve issues to each customer.Track record of maintaining customer satisfaction and team collaboration. Skillful in building long-lasting, loyal customer relationships. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
Work History
Call Center Operator
Answer Arizona
Phoenix, AZ
07.2021 - Current
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Answered average of 300 calls per day and directed to appropriate departments and personnel.
- Pleasantly greeted all callers and asked how to be of assistance.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Connected callers with appropriate professional, department, or business.
- Supported customers by managing [Number] calls per day efficiently while maintaining professionalism and upbeat tone.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
Assistant Classroom Teacher
Little Wonders Childcare & Learning Center
Tempe, AZ
02.2021 - 07.2021
- Helped students explore concepts with engaging, learning-focused activities.
- Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.
- Boosted cultural awareness by incorporating children's literature from world cultures.
- Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
- Created and developed lesson plans to meet students' academic needs.
- Developed and implemented classroom routines to address varying student needs.
- Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.
Team Leader
Jamba Juice
Phoenix
05.2020 - 01.2021
- Managed team workload to reach targets for specific tasks.
- Delegated daily tasks, addressed employee questions and resolved scheduling issues.
- Worked with customer service to handle escalated customer issues.
- Oversaw inventory supply to maintain fully stocked shelves during high volume sales periods.
- Created staff schedules, approved requested time off and updated reports.
- Worked with customer service representatives to handle escalated customer issues.
- Managed team workload to reach production targets.
- Supervised 3 co-workers.
- Set incentives and realistic targets associates could achieve.
Car Wash Employee
Quick Quack Car Wash
Phoenix, AZ
05.2019 - 02.2020
- Provided exceptional customer service by recommending and apprising customers on service options, pricing, and savings opportunities through memberships or promotional information.
- Inspected and maintained equipment throughout self-service and vehicle wash areas, comprising power washers, and central vacuums' individual units.
- Rinsed objects and placed on drying racks or used cloth, squeegees, or air compressors to dry surfaces.
- Evaluated vehicles' exterior ahead of car wash service to ascertain and relay all issues to customers.
- Greeted customers and assessed needs to recommend suitable car wash services.
- Maintained and repaired car wash equipment to meet operational demand.
- Achieved customer satisfaction by providing high-quality professional service.
- Received check, cash and credit card payments from customers, gave back balance, and maintained accounts of payments received on daily basis.
- Educated customers on self-service car wash operation for safe, appropriate use.
- Completed daily operational paperwork, order records and payment receipts for up-to-date documentation.
Education
High School Diploma -
Ombudsman - Charter West High School
Glendale, AZ05.2019
Skills
- Corrective Actions
- Hand-Eye Coordination
- Professional Phone Skills
- Monitoring
- Service-Orientation
- Strong Analytical and Problem-Solving Skills
- Time Management
- Documentation
- Customer Support
- Sales Expertise
- Teamwork and Collaboration
- Flexible and Adaptable
- Critical Thinking
- Excellent Communication
- Complaint Handling
- Negotiation and Resolution
- Customer communications
- Attention to detail
- Multitasking
- Organizational skills
- Active listening
- Critical thinking
- Problem-solving skills
- Computer skills
Languages
Spanish
Professional Working
Timeline
Call Center Operator
Answer Arizona
07.2021 - Current
Assistant Classroom Teacher
Little Wonders Childcare & Learning Center
02.2021 - 07.2021
Team Leader
Jamba Juice
05.2020 - 01.2021
Car Wash Employee
Quick Quack Car Wash
05.2019 - 02.2020
High School Diploma -
Ombudsman - Charter West High School