Kristalys Nerys
Anthony,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Youth Care Worker
Southwest Key Program
10.2024 - Current
- Provided a safe environment for youth through consistent supervision and positive reinforcement.
- Conducted regular safety checks and maintained facility cleanliness, ensuring a secure and hygienic environment for all program participants.
- Enhanced youth development by implementing structured activities and educational support.
- Completed clear and concise documentation of youth behavior and actions.
- Improved communication skills among youth with tailored conflict resolution training.
- Conducted regular headcounts to verify the presence of all assigned clients within the program unit.
- Ensured timely reporting by accurately completing required forms and documentation.
- Established trusting relationships with clients by demonstrating empathy, respect for cultural differences, and a commitment to their success in the United States.
- Participated in regular staff meetings and trainings to stay informed about updates in legislation and policy changes affecting refugee resettlement services.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Promoted creativity in clients with engaging arts and crafts projects.
- Assisted culture and trauma-informed care trainings.
- Assigned to a facility with the capacity of 90 unaccompanied minors.
Customer Service Officer
EM Systems Group/TAG Solutions PR
05.2023 - 07.2024
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Boosted productivity levels by utilizing data-driven strategies to allocate resources effectively across various projects.
- Created and maintained daily and weekly reports for upper management.
- Scheduled and oversaw maintenance, repair and installation activities.
- Supervised team of installers and mechanics to complete work on time and to company standards.
- Monitored daily progress and work quality to provide guidance and direction to mechanics and installers.
- Kept watchful eye on equipment inventories, optimizing work readiness and aligning supplies with specifications for each job.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Collaborated with team members for effective communication and coordination during high-volume periods.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Contributed to team success by cross-training in various administrative roles, providing backup support when necessary.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Reduced incoming call response time by implementing an effective call routing system.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered 20-30 phone calls daily and directed them to correct offices.
Manager
Green Heaven LLC
03.2021 - 05.2023
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with customers and suppliers through account development.
- Approved regular payroll submissions for employees.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Recorded inventory sales into organization's weekly income report.
- Executed regular process updates to reduce discrepancies and enhance scheduling across production calendars and programs.
Human Resources Assistant
The Retail Group
04.2018 - 06.2020
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Filed paperwork, sorted and delivered mail, and maintained office organization.
- Sparked productivity by setting itineraries and scheduling appointments.
- Prepared monthly, weekly and daily logs using Microsoft Office Suite.
- Efficiently delivered personnel information to management for speedy corrective action.
- Recruited and hired qualified candidates for vacant and new positions.
- Answered and directed 50 outbound and inbound phone calls per day.
- Assisted with meetings and presentations within company.
- Managed employee exit interviews and paperwork.
- Maintained and scheduled complex calendars.
- Recruited and screened qualified potential employees.
- Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
- Set up orientations and initial training for new employees.
- Helped employees register for benefits programs using online portals.
- Assigned work activities for staff related to employment, compensation, labor relations and employee relations.
- Compiled employee records from individual departments to maintain central files.
- Coordinated travel arrangements by booking airfare, hotel and ground transportation.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Maintained staff directory and company policy handbook for human resources department.
- Organized weekly staff meetings and logged minutes for corporate records.
- Scheduled office meetings and client appointments for staff teams.
- Supported room reservations, agenda preparation and calendar maintenance for programs, meetings and events.
- Handled client correspondence and tracked records to foster office efficiency.
- Generated reports and typed letters in Word and prepared PowerPoint presentations.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Created PowerPoint presentations for business development purposes.
Customer Service Representative
Cooperativa de Seguros Multiples
03.2015 - 04.2018
- Engaged in learning and development opportunities to promote continued performance improvement.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed over 100 debit and credit card and electronic check payments per year.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Educated customers on company systems, form completion and access to services.
- Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
Lead Counter
Panda Express
01.2014 - 04.2015
- Restocked condiment dispensers, napkins, silverware and drink machines to prevent shortages.
- Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Trained new employees by demonstrating tasks and coaching during daily activities.
- Greeted guests pleasantly and answered menu questions.
- Checked and restocked utensils and condiments in appropriate locations for guests.
- Prepared food orders, cooking on grill and operating fry station.
- Assisted with in-store operations by disassembling delivery boxes, cleaning floors and dishwashing.
- Cultivated warm relationships with regular customers.
- Kept register accurate through correct billing, payment processing and cash management practices.
Education
Bachelor of Science - Criminal Justice
Interamericana University of Puerto Rico
San Juan, Puerto Rico06-2026
Skills
- Personnel Reports Preparation
- Staffing Documentation Maintenance
- Information Sourcing
- Problem Solving
- Microsoft Office
- Multitasking and Time Management
- Professional and Courteous
- Strong Organizational Skills
- Fast Learner
- Excellent customer service
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Youth Care Worker
Southwest Key Program
10.2024 - Current
Customer Service Officer
EM Systems Group/TAG Solutions PR
05.2023 - 07.2024
Manager
Green Heaven LLC
03.2021 - 05.2023
Human Resources Assistant
The Retail Group
04.2018 - 06.2020
Customer Service Representative
Cooperativa de Seguros Multiples
03.2015 - 04.2018
Lead Counter
Panda Express
01.2014 - 04.2015
Bachelor of Science - Criminal Justice
Interamericana University of Puerto Rico
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