Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Kelly Cedeno

Hanover,MD

Summary

Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.

Overview

6
6
years of professional experience

Work History

Mailroom Clerk

ClaimsBridge
08.2024 - Current
  • Multitasked effectively in a fast-paced environment, prioritizing tasks appropriately to meet daily deadlines consistently.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Customer Service Representative

Ibex
09.2021 - 02.2022
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
  • Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Certified Nursing Assistant

Hershey Medical Center
02.2019 - 05.2020
  • Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
  • Assisted patients with daily living activities for enhanced comfort and wellbeing.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
  • Completed data entry tasks with accuracy and efficiency.
  • Followed established procedures to enter and process data correctly.

Education

High School Diploma -

Penn Foster Career School
Scranton, PA
04-2012

Skills

  • Problem-solving skills
  • Active listening
  • Data entry
  • Call center experience
  • Computer proficiency
  • Complaint handling
  • Microsoft Excel
  • Microsoft outlook
  • Follow-up skills
  • Appointment scheduling
  • Documentation
  • Data collection

Languages

Spanish
Native or Bilingual

Timeline

Mailroom Clerk

ClaimsBridge
08.2024 - Current

Customer Service Representative

Ibex
09.2021 - 02.2022

Certified Nursing Assistant

Hershey Medical Center
02.2019 - 05.2020

High School Diploma -

Penn Foster Career School

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Kelly Cedeno