Kendra Deleon
Orlando,USA
Summary
Quality focused customer service professional equipped with experience in challenging call center environments, sales, and extensive strengths in leadership and problem solving. I'm seeking a position with opportunities to grow while utilizing my skills and learning more.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Alorica
04.2022 - Current
- Delivered exceptional, personalized service to clients by developing strong rapport and providing timely solutions tailored to their needs.
- Responded to client inquiries and resolved issues in a professional and composed manner, ensuring high levels of customer satisfaction.
- Identified opportunities for solutions by addressing clients expressed and unexpressed needs, including account changes, new account openings (demand deposits, time deposits),services.
- Educated clients on self-service options through technologies
- Adhered to established policies, procedures, guidelines, regulations, and laws, mitigating risk to clients and the company.
- Managed a daily schedule effectively by utilizing strong time management skills and meticulous attention to detail.
- Managed high-volume inbound / outbound calls in a dynamic call center environment..
Bilingual Customer Service Care Specialist
Truist Financial
05.2021 - 01.2022
- Provide outstanding, personalized service to all clients by building rapport and providing timely solutions and/or alternatives
- Assist clients with inquiries and/or problem resolution in a professional and composed manner
- Uncover opportunities for banking solutions for clients expressed and unexpressed needs
- (Banking solutions could include changing of account types, the opening of new accounts such as demand deposits, time deposits, credit cards, balance transfers, new loans/lines of credit e.g., mortgage referrals, secured and unsecured lending or refinancing existing loans for more competitive rates or payments, etc.)
- Inform and educate clients on their self-service options through various Truist technologies to improve their individual banking experience
- Follow established policies, procedures, guidelines, regulations, and laws to protect both our clients and Truist from any unnecessary risk
- Follow a daily set schedule that will require having efficient time management skills as well as a careful attention to detail
- May support Consumer, Small Business and Private Wealth Clients with products including Digital/e-Services, Credit and Debit Cards, Mortgages, Loans, Demand Deposit, Time Deposit and Retirement accounts
Scheduling Operator
Digestive and Liver Center of Florida
06.2018 - 04.2021
- Manage calls effectively and efficiently in a complex and fast-paced call center setting
- Answer a constant flow of calls with up to 850+ calls in queue per day
- Schedule appointments and review participating insurance carriers
- Abide by all company policies and procedures
- Address and resolve patient product complaints empathetically and professionally
- Referral patient outreach
- Prepare monthly schedule for eight providers
Assistant Manager/Sales Associate
711
01.2015 - 06.2019
- Deliver excellent customer service by greeting and assisting each customer
- Assist in recruitment and training of new staff to deliver outstanding customer service
- Handle weekly schedules according to business needs and policies
- Address customer inquiries and resolved complaints
- Maintain daily record of transactions and generate reports for store manager
- Reorganize the sales floor to meet company demands
- Stock and restock inventory when shipments are received
- Write order supply requests to replenish merchandise
Sales Associate/Cashier
Mad Rag
11.2012 - 03.2013
- Provided high-quality customer service to optimize customer purchasing and payment process
- Educated customers on available merchandise options to meet and exceed customer experience
- Maintained presence on sales floor to address customer needs
- Escorted customers to merchandise, answered questions about uses and ensured all questions were answered
- Reorganized the sales floor to meet company demands
- Assisted customers with trying on items, finding appropriate sizes and completing purchase
- Processed customer payments by cash, check and credit card
Sales Associate
Traffic at Florida Mall
11.2010 - 01.2011
- Maintain inventory and organize store merchandise
- Approached browsing customers and initiate conversations to determine buying preferences
- Assisted customers with trying on items, finding appropriate sizes and completing purchase
- Processed customer payments by cash, check and credit card
- Assisted managers in store closing
Cashier
Sweet Bay Supermarket
08.2010 - 10.2010
- Greet customer with a smile and inquire about store experience
- Kept work area clean and organize by following appropriate cleaning guidelines
- Efficiently rang up items and processed payments to keep customers flowing through checkout aisle
- Processed customer payments by cash, check and credit card
- Contacted customer service managers to handle pricing issues and complaints
Education
High School -
Lake Nona High School
Skills
- Bi-lingual (English/Spanish)
- Scheduling
- Inbound/Outbound calls
- Operations Improvement
- Retail inventory management
- Recruiting and interviewing
- Training and development
- Data Entry
- Team player
- Microsoft office
- Easy Adaptability
- Detail-oriented
- Surpassed work ethic
- Accurate money handling
References
Available upon request.
Timeline
Customer Service Representative
Alorica
04.2022 - Current
Bilingual Customer Service Care Specialist
Truist Financial
05.2021 - 01.2022
Scheduling Operator
Digestive and Liver Center of Florida
06.2018 - 04.2021
Assistant Manager/Sales Associate
711
01.2015 - 06.2019
Sales Associate/Cashier
Mad Rag
11.2012 - 03.2013
Sales Associate
Traffic at Florida Mall
11.2010 - 01.2011
Cashier
Sweet Bay Supermarket
08.2010 - 10.2010
High School -
Lake Nona High School
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