Laina Phyllie Pau
New York,NY
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
13
13
years of professional experience
Work History
Customer Care Representative
Connected America
03.2020 - Current
- Experienced in addressing issue and assisting call-in elderly members with question and orders
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service, exceptionally patient with elder and special needs clients
- Defused customer concerns with exceptional conflict and problem resolution skills.
Receptionist
Cuny Borough Manhattan Community College
02.2017 - 02.2018
- Aggregated and prepared documentation and reports for office meetings, distribution and filing
- Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs
- Provided clerical support to office employees by copying, faxing and filing documents.
Bartender/ Waitress
Sage restaurant
06.2011 - 02.2018
- Upsold daily specials and beverage promotions to exceed daily sales goals
- Maintained secure cash drawers, promptly resolving discrepancies for accuracy
- Developed new signature cocktails to support bar marketing brand and increase profits
- Assisted servers with specialty drinks orders by preparing on-demand items without delay
- Took customer orders and capitalized on opportunities to sell special beverage and food options
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands
- Applied excellent organizational and multitasking abilities to handle simultaneous customer, team and business needs while avoiding unnecessary delays or errors.
Education
Bachelor of Arts - Philosophy
Baruch College of The City University of New York
New York, NY05.2023
Associate of Arts - Business Administration
Borough of Manhattan Community College of The City University of New York
New York, NY06.2019
Skills
- Customer and client relations
- Professional demeanor
- Documentation and reporting
- Organization and prioritization skills
- Microsoft Office
- Verbal and written communication
- Customer Service
- Customer Relationship Management
- Problem Resolution
- Conflict Mediation
- Adaptability
- Conflict Resolution
Timeline
Customer Care Representative
Connected America
03.2020 - Current
Receptionist
Cuny Borough Manhattan Community College
02.2017 - 02.2018
Bartender/ Waitress
Sage restaurant
06.2011 - 02.2018
Bachelor of Arts - Philosophy
Baruch College of The City University of New York
Associate of Arts - Business Administration
Borough of Manhattan Community College of The City University of New York