Laiysteresa Del Orbe
Hempstead,NY
Summary
Accomplished manager with expertise in team leadership and time management. Recognized for mentoring junior staff and developing training materials that enhance knowledge and performance. Ready to leverage bilingual communication skills for improved client interactions and operational success.
Overview
10
10
years of professional experience
Work History
Manager
Cuevas Tax & Multiservice
Brooklyn, NY
02.2022 - 03.2026
- Led team in providing comprehensive tax preparation services, ensuring compliance with regulations.
- Streamlined operational processes to enhance client service efficiency and reduce turnaround times.
- Mentored junior staff on best practices for financial documentation and customer interactions.
- Developed training materials to improve staff knowledge of tax codes and software systems.
- Collaborated with external vendors to enhance service offerings and broaden client base opportunities.
Customer Service Call Center Representative
Concentrix
Dominican Republic
06.2017 - 03.2020
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Utilized CRM and Systematics systems to document interactions and ensure follow-up on unresolved issues for citizens bank.
- Employed active listening skills to identify customer needs and provide tailored solutions.
- Mentored new team members on call handling procedures and company policies.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and issues.
Dispatch Manager
Delorbie Transportation LLC
Queens, NY
08.2016 - 03.2020
- Streamlined dispatch operations to enhance delivery efficiency and reduce turnaround times.
- Coordinated communication between drivers and clients to ensure timely updates on shipments.
- Implemented tracking systems for real-time monitoring of fleet performance and route optimization.
- Trained and mentored new dispatch staff to improve team effectiveness and operational knowledge.
- Improved dispatch efficiency by implementing new scheduling and routing strategies.
- Established strong relationships with vendors, negotiating contracts that benefited both parties in terms of cost savings and reliability.
Education
GED -
Franlyn K Lane HS
Queens, NYSkills
- Fluent in Spanish and English
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Conflict resolution
Languages
Spanish
Native or Bilingual
Timeline
Manager
Cuevas Tax & Multiservice
02.2022 - 03.2026
Customer Service Call Center Representative
Concentrix
06.2017 - 03.2020
Dispatch Manager
Delorbie Transportation LLC
08.2016 - 03.2020
GED -
Franlyn K Lane HS