Keily Borjas

• Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
• Documented and detailed calls and complaints using call center's CRM database.

• Trained new employees on office protocols, ensuring seamless onboarding and integration.

• Maintained an organized and professional workspace to enhance employee motivation and productivity.

• Oversaw office resources, including meeting spaces and equipment, adhering to safety and company standards.

• Supported staff career development through relationship-building and mentorship, while managing procurement of office supplies and catering needs.

• Streamlined inventory management and optimized product availability through efficient restocking.

• Improved customer satisfaction by promptly addressing inquiries and processing requests for over 30 customers daily.

• Boosted revenue through strategic upselling techniques and maintained accuracy with POS transactions.

• Handled over 30 calls daily, scheduling appointments and coordinating technician dispatch efficiently.

• Trained new employees on company standards and customer service protocols, ensuring consistent performance.

• Maintained detailed records of customer interactions and product sales, enhancing organizational accuracy.

• Resolved customer disputes and financial discrepancies with professionalism, maintaining high satisfaction levels.

• Managed the POS system, ensuring accuracy across various payment methods and balancing cash deposits.

• Trained and onboarded up to four team members monthly, fostering team success and service excellence.