Kelsie Valldejuli
Hotel Recreational Escazu
Orlando
2
Languages
8
years of professional experience
Bilingual Customer Experience Specialist with expertise in hospitality, telecommunications, and financial services. Manages customer relationships and resolves complex issues to enhance client satisfaction. Communicates effectively and leverages strong problem-solving skills to deliver support across multiple platforms.
Work History
Receptionist / Service Agent
6 Months- Provided exceptional customer service in a high-paced environment, ensuring guest satisfaction and efficient handling of inquiries
- Managed front desk operations, including greeting visitors, handling calls, and scheduling appointments
- Coordinated office activities, ensuring organized reception area and smooth daily operations
- Coordinated office activities and maintained a tidy and organized reception area
- Resolved customer complaints swiftly, enhancing guest experience and satisfaction
- Trained new receptionists on office procedures and customer service protocols, fostering team readiness
- Maintained confidentiality of sensitive information and ensured compliance with company policies
- Coordinated reservations using hotel management software to optimize occupancy rates.
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
Customer Service Representative (Telecommunications)
2 Months- Client: Verizon
- Responsibilities:
- Provided customer service and account support for Verizon residential and mobile clients.
- Handled billing inquiries, service activations, plan changes, and account troubleshooting.
- Provided technical support to resolve service, network, and connectivity issues for customers.
- Communicated clearly and empathetically to address customer needs and facilitate issue resolution.
- Offered cross-sales and plan upgrades based on customer interests.
- Documented customer interactions in internal systems to ensure accurate service records and continuity.
Customer Service / Collections Representative
2 Months- Client: PayPal (Collections Department)
- Contacted customers with overdue balances to arrange payment plans and resolve account issues.
- Mastered procedures for customer verification, billing assistance, and payment plan setup to enhance customer experience.
- Used CRM tools to document call outcomes, payments, and follow-ups accurately.
- Collaborated with team leads to improve resolution rates and customer satisfaction.
- Engaged with customers on overdue balances to establish payment plans and resolve account issues effectively.
- Completed onboarding and systems training for a major U.S. financial technology client.
- Learned procedures for customer verification, billing assistance, and payment plan setup.
- Partnered with team leads to enhance resolution rates and elevate customer satisfaction.
- Resolved customer inquiries and disputes regarding billing and payment discrepancies.
- Facilitated collections processes by coordinating with clients to establish payment plans.
Customer Service Representative
4 Years 3 Months- Captioned phone conversations for hard-of-hearing customers, enhancing communication accessibility and clarity
- Managed and organized large volumes of customer information during calls with strong attention to detail
- Successfully managed high-volume calls and inquiries while maintaining a positive attitude
- Handled the needs of elite customers, ensuring satisfaction by addressing their needs effectively
- Demonstrated strong attention to detail, effectively managing and organizing large amounts of customer information during calls
- Implemented feedback mechanisms to gather customer satisfaction data and improve services
- Addressed needs of elite customers, ensuring satisfaction through effective problem-solving and personalized service
- Captioned phone conversations for hard-of-hearing customers, ensuring accessibility and clarity in communication
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Streamlined communication processes, reducing response times for support requests.
Education
High School Diploma
Skills
Opera PMS
CRM Software
Microsoft Word and Excel
Office administration
Time management
Multitasking and prioritization
Attention to detail
Problem-solving abilities
Adaptability
Strong active listening skills
Bilingual proficiency
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Receptionist / Service Agent
Hotel Recreational Escazu
11.2024 - 05.2025Read More
Customer Service Representative (Telecommunications)
Infosys
05.2024 - 07.2024Read More
Customer Service / Collections Representative
Bill Gosling Outsourcing
08.2023 - 10.2023Read More
Customer Service Representative
Teleperformance Rohrmoser
05.2017 - 08.2021Read More
Colegio La Salle
High School Diploma
Read More