Kassandra Velazquez
Phoenix,AZ
Summary
Offering excellence Communication and attentive abilities. Polite and professional customer service repersenator successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. 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
4
4
years of professional experience
Work History
Call Center Operator
Answer Arizona
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
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
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
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
- Inspect Parts
- Corrective Actions
- Hand-Eye Coordination
- Professional Phone Skills
- Monitoring
- Service-Orientation
- Strong Analytical and Problem-Solving Skills
- Quality Control
- Training and Development
- Time Management
- Documentation
- Resolving Issues
- Customer Support
- Sales Expertise
- Teamwork and Collaboration
- Flexible and Adaptable
- Critical Thinking
- Excellent Communication
- Multitasking Abilities
- Complaint Handling
- Negotiation and Resolution
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
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