Keishla Marie Maradiaga Osorio
Canal Winchester,OH
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing. Dynamic Bilingual Customer Service Representative with 7 years of experience handling incoming calls, resolving customer issues, inputting orders and processing shipments. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization.
Overview
9
9
years of professional experience
Work History
Bilingual Team Lead Customer Service Representative
TZ Insurance
09.2019 - 10.2022
- Perform call quality, listen to calls and scored customer service for agents, take calls, handle angry and upset clients, attendance, build reports, scheduled coaching and meeting to discuss performance, create guides for trainings, computer skills using excel, word, power point and others. Manage more than 100 calls per day.
- Worked well in team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend and holiday shifts
Senior Collections Costumer support Agent iQor
08.2018 - 05.2019
- Assist customers from inbound calls and help them get placed in medical or financial programs for their electric bills
- Assist costumers in better understanding their bill related questions and concerns
- Create move/stop/transfer/New service orders and help costumers track any work orders
- Develop payment arrangements to allow costumers to be able to continue to utilize services without disconnection
- Key Achievements:
- Maintain great costumer relations maintaining higher standards than fellow peers
- Received "Excellent Productivity Bonus" based maintaining excellent "Average Call Time" and Survey returns
Retail Service Agent
MetroPCS
08.2017 - 08.2018
- Managed store and inventory keeping accountability of equipment
- Assisted clients with installation of new devices troubleshooting of basic phone software/hardware
- Activation and payment of new and current lines helping clients find what exactly fit their budget and needs
- Controlled and modified payment plans and worked with costumer care to provide clients with resolutions
- Key Achievements:
- Actively controlled large part of new activations and sales with 0 returns
- Developed and managed work schedules for other employees
- Quality Control (QC
- Self-motivated, with a strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
Axium PLastics
03.2015 - 08.2017
- Audited receipts of components to meet all customer requirements
- Inspection and testing of all components required by clients for the manufacturing of plastic bottles jars tubes and pumps
- Return any unused products back into inventory and communicate with customers for any necessary restocking
- Created inspected and tested samples to make sure meet are required standards before starting production
- Key Achievements:
- Maintained and created safety training for other plant employees which was then implemented for monthly training
- Lead team to maintain 98% delivery excellence and use, with less than 1% returned scraps for reuse
Quality Control
Jeyes Fluid Inc
03.2014 - 08.2017
- Oversee line lead and assigned production lines
- Ensured lines maintained high quality products by creating paperwork for production line to document changes
- Provided leadership during any finish-goods rework
- Communicate with Line Mechanics, Line Personnel, Production Supervisor and Plant Manager Daily
- Conducted other duties as required
- Key Achievements:
- Follow CGMP's (Current Good Manufacturing Practice regulations enforced by FDA) with 0 incidents reported
- Lead team in multiple months to highest production numbers with 0 re-work on finished goods
- Inspected incoming and outgoing materials for accuracy and quality
- Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems
Education
Associate of Science - Pediatric Nursing
Columbia Central University
Caguas, PRSkills
- Quality Assurance
- Spanish
- Languages (Spanish - Expert) (English - Expert)
- Employee of year
- Microsoft Access
- Return and Exchange Processing
- Team leader
- Leading teams
- Exceptional customer service
- Effective customer service
- Customer service expert
- Customer service understanding
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Bilingual Team Lead Customer Service Representative
TZ Insurance
09.2019 - 10.2022
Senior Collections Costumer support Agent iQor
08.2018 - 05.2019
Retail Service Agent
MetroPCS
08.2017 - 08.2018
Axium PLastics
03.2015 - 08.2017
Quality Control
Jeyes Fluid Inc
03.2014 - 08.2017
Associate of Science - Pediatric Nursing
Columbia Central University
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