Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Krisnie Mateo

The Bronx,NY

Summary

Dynamic professional with a proven track record at Western Union, excelling in customer satisfaction and problem resolution. Skilled in cash handling and adaptability, I significantly reduced employee turnover and improved first-call resolution rates. My leadership and customer service expertise foster positive environments and drive performance improvements.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Restaurant Worker

The Halal Guys
09.2024 - 10.2024
  • Greeted customers at front counter to answer questions and input meal orders into POS system.
  • Stocked condiments, filled specialty machines with drink mixes and prepped fryer items to prepare for peak hours.
  • Maintained strict adherence to safety guidelines when handling food products or using kitchen equipment.
  • Collaborated with kitchen staff to ensure accuracy of orders, resulting in fewer customer complaints.
  • Handled cash transactions accurately, ensuring proper accounting at the end of each shift.

Customer Service Representative Supervisor

Western Union
08.2021 - 08.2024
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Recognized as a top performer due to consistently exceeding performance targets related to customer satisfaction scores and call handling efficiency metrics.
  • Reduced employee turnover by fostering a positive work environment and providing supportive leadership.
  • Improved first-call resolution rates through effective coaching and guidance on problem-solving techniques.
  • Monitored performance metrics to identify areas of improvement and implement necessary changes.
  • Implemented new policies and procedures to improve overall customer service quality.

Support Specialist

Western Union
01.2020 - 08.2021
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
  • Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
  • Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.

Customer Service Representative

Western Union
10.2018 - 01.2020
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Customer Service Representative

Claro Dominicana
07.2018 - 09.2018
  • Responded to customer requests for products, services, and company information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.


Education

High School Diploma -

Liceo Experimental O&M
Dominican Republic
08-2017

Skills

  • Hospitality

  • Customer Service

  • Adaptability and Resilience

  • Multitasking

  • Cash handling proficiency

  • Inventory organization

  • Dependability

  • Conflict Resolution

  • Critical Thinking

  • Call center experience

  • Computer Proficiency

  • Telecommunications Knowledge

Certification

  • Certified customer service
  • MS Excel-Microsoft
  • Supervision technique
  • Cashier


Languages

Spanish
Native or Bilingual
English
Professional Working

Timeline

Restaurant Worker

The Halal Guys
09.2024 - 10.2024

Customer Service Representative Supervisor

Western Union
08.2021 - 08.2024

Support Specialist

Western Union
01.2020 - 08.2021

Customer Service Representative

Western Union
10.2018 - 01.2020

Customer Service Representative

Claro Dominicana
07.2018 - 09.2018

High School Diploma -

Liceo Experimental O&M

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Krisnie Mateo