Kelly Vasquez
Walden,NY
Summary
Dynamic Customer Engagement Specialist with proven success at Iqor, enhancing customer satisfaction through effective problem resolution and relationship building. Skilled in CRM software and conflict resolution, I excelled in managing high-volume engagements, optimizing response times, and streamlining workflows, resulting in improved service delivery and client retention.
Experienced with data entry and administrative tasks, ensuring high levels of accuracy and efficiency. Utilizes data processing and database management skills to maintain data integrity and streamline workflows. Track record of reliability and adaptability in dynamic work environments.
Diligent Desired Position with solid background in data entry and administrative support. Successfully managed data integrity and accuracy in various projects, ensuring smooth workflow and timely completion. Demonstrated proficiency in database management and data verification, consistently maintaining high standards of data quality and efficiency.
Overview
4
4
years of professional experience
Work History
Customer Engagement Specialist
Iqor
04.2025 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Complied with corporate policies and promoted and followed company initiatives.
- Successfully managed multiple projects simultaneously by prioritizing tasks, streamlining workflows, and delegating responsibilities to the appropriate team members.
- Streamlined communication channels for improved customer engagement through social media management.
- Handled high volume of engagements and fast pace of cloud computing market.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Customer Engagement Specialist
StarTek
08.2023 - 03.2025
- Complied with corporate policies and promoted and followed company initiatives.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Successfully managed multiple projects simultaneously by prioritizing tasks, streamlining workflows, and delegating responsibilities to the appropriate team members.
- Streamlined communication channels for improved customer engagement through social media management.
- Handled high volume of engagements and fast pace of cloud computing market.
- Optimized response times to customer inquiries, implementing an efficient ticketing system for better tracking and prioritization.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Identified and resolved discrepancies and errors in customer accounts.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed escalated cases professionally, liaising between clients and internal departments for optimal outcomes.
Manager
McDonald's
05.2021 - 08.2023
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved marketing to attract new customers and promote business.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
Education
High School Diploma -
Newburgh Free Academy
Newburgh, NY06.2018
Skills
- CRM software
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Critical thinking
- Team collaboration
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Creative problem solving
- Decision-making
- Problem resolution
- Relationship building
- Customer relations
- Microsoft Excel
- Call center experience
- Computer proficiency
- Data entry
- Task prioritization
- Technical troubleshooting
- Conflict resolution
- Documentation
- Complaint handling
- Microsoft outlook
- Data collection
- Complaint resolution
- Payment processing
- De-escalation techniques
- Professional telephone demeanor
- Call management
- Prioritization
- Customer relationship management (CRM)
- Live chat support
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Customer Engagement Specialist
Iqor
04.2025 - Current
Customer Engagement Specialist
StarTek
08.2023 - 03.2025
Manager
McDonald's
05.2021 - 08.2023
High School Diploma -
Newburgh Free Academy
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