Kiannie Sarria
Miami,FL
Summary
Proven customer service specialist with a successful track record of enhancing customer satisfaction at Alorica. Utilized excellent communication and CRM skills to cultivate long-term relationships, resulting in significant improvements in customer retention. Demonstrated expertise in resolving complex issues, ensuring customer loyalty and repeat business. Actively contributed to team success through the implementation of innovative service strategies and continuous professional development.
Overview
16
16
years of professional experience
Work History
Customer Service Specialist
Alorica
11.2021 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Cross-trained and provided backup support for organizational leadership.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Lead Nail Technician
Nails By Jenny
12.2016 - 11.2021
- Mentored junior technicians, improving their technique and boosting overall team performance.
- Enhanced client satisfaction by providing high-quality nail services and maintaining a clean work environment.
- Conducted inventory management tasks, ordering supplies as needed to maintain optimal stock levels.
- Coordinated with other salon professionals to ensure seamless collaboration between different departments for optimal client experiences.
- Spearheaded team training sessions on new products or techniques, fostering a culture of continuous improvement among staff members.
- Built strong relationships with suppliers to negotiate cost-effective deals on premium products used in the salon services.
- Provided exceptional customer service, addressing client concerns promptly and professionally to maintain strong relationships.
- Implemented effective time management strategies for completing nail services within allotted appointment durations while maintaining high quality results.
- Educated clients about nail care best practices and proper maintenance between appointments, promoting long-lasting results and repeat visits.
- Organized workstation efficiently for maximum productivity during peak business hours without sacrificing service quality or cleanliness standards.
- Maintained strict sanitation standards, ensuring a safe and hygienic experience for all clients.
- Streamlined appointment scheduling, maximizing staff efficiency and reducing client wait times.
- Supported salon leadership with administrative tasks, contributing to the smooth operation of daily business activities.
- Managed social media presence for the salon, showcasing unique nail art designs and driving increased online engagement from potential clients.
- Assisted in hiring process for new nail technicians, contributing to the creation of a skilled and cohesive team dynamic.
- Evaluated clients'' needs during consultations, recommending suitable treatments based on individual preferences and requirements.
- Continuously improved technical skills through professional development courses and staying current on industry trends to provide outstanding service quality.
- Increased salon revenue by upselling additional treatments and recommending appropriate retail products.
- Used acrylics, gels and glitters to create custom nail art designs for clients.
- Sterilized and sanitized beauty tools and equipment to maintain hygiene and safety protocols.
- Offered advice and recommended products to improve and maintain nails.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Cleaned and sanitized tools and equipment before each client.
- Designed creative nail art designs and patterns.
- Performed detailed trimming, filing and other nail services.
- Shaped and smoothed nails and extensions using tools such as files and rotary abrasive wheels.
- Educated clients on proper use of salon products.
- Demonstrated dynamic customer service by responding to customer inquiries.
- Provided clients with advice and education on best nail care practices.
- Recorded weekly supply and inventory needs and made regular orders for replenishment.
Medical Assistant
Palm Springs Urology Center
07.2008 - 11.2015
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
- Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
- Aided in accurate diagnoses by performing laboratory tests and preparing specimens for analysis.
- Streamlined office operations by managing inventory levels, ordering supplies, and organizing storage areas.
- Assisted in the development of clinic policies and procedures to ensure compliance with industry standards and regulations.
- Provided support during emergencies by administering first aid treatments under physician supervision until further assistance arrived.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Taught patients about medications, procedures, and care plan instructions.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Prepared lab specimens for diagnostic evaluation.
- Completed EKGs and other tests based on patient presentation in office.
- Collected and documented patient medical information such as blood pressure and weight.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Administered medications and injections as prescribed, adhering strictly to protocols for patient safety.
Education
Certified Medical Assistance Credential - Medical Assisting
Palm Springs Urology Center
Hialeah, Fl01.2007
Licensed Nail Tech - Cosmetology
La Belle Beauty School
Miami, FL12.2015
Skills
- Customer service
- Good communication skills
- Call center experience
- Excellent written and oral communication
- Customer relationship management (CRM)
- Problem resolution
- Customer relationship management
- Complaint resolution
- Customer order management
- Professional telephone demeanor
- Product and service solutions
- Product knowledge
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Customer Service Specialist
Alorica
11.2021 - Current
Lead Nail Technician
Nails By Jenny
12.2016 - 11.2021
Medical Assistant
Palm Springs Urology Center
07.2008 - 11.2015
Certified Medical Assistance Credential - Medical Assisting
Palm Springs Urology Center
Licensed Nail Tech - Cosmetology
La Belle Beauty School
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