Lazaro Blanco
Hialeah,FL
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.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Aviotek Instruments & Accessories
08.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Sr Network Operations Coordinator
Randstad Technologies, LLC
03.2023 - 08.2023
- Enhanced network efficiency by implementing proactive monitoring strategies and performance optimization.
- Streamlined network operations processes for increased productivity and reduced downtime.
- Collaborated with cross-functional teams to design and deploy robust network infrastructure solutions.
- Optimized network performance with regular maintenance, updates, and troubleshooting efforts.
- Delegated daily tasks to team members to optimize group productivity
- Monitored dispatch board and adjusted call priorities regularly based on caller needs
Customer Service Team Lead
Account Technologies
11.2021 - 03.2023
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Ensure the Customer Service quality and supervise a 4 employees’ team.
- Provide Feedback and monthly reviews to ensure top performance.
- Created score cards and ensured all employees were passing QA by over 85%
- Provide Training and follow employees' paths within the company protocols.
- Introduced strategic launch plans, process and training.
Customer Service Executive
LATAM Cargo
01.2019 - 11.2021
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined communication channels for improved efficiency in handling customer concerns.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Implemented new protocols to optimize team performance and deliver consistent results.
- Engaged with customers via multiple social channels, including live chat, email and telephone.\
- Backed up other queues during peak periods to relieve overages and maximize customer satisfaction.
Education
Associate of Arts - Business Administration
Florida National University
Hialeah, FLAssociate of Arts - Business Administration
Miami Dade College
Miami, FLNo Degree - Registered Behavior Technician (RBT)
Austism Partnership Association
Los Angeles, CAHigh School Diploma -
Miami Springs Senior High School
Miami Springs, FL07.2012
Skills
- Data Entry
- Conflict Resolution
- Client Relations
- Team Development
- Problem Resolution
- Call center (Inbound and Outbound calls)
- Microsoft Office
- Bilingual
- Quality Assurance Controls
- Route Management
- Complaint Handling
- Customer Relations
- Training Provider
Certification
Registered Behavior Technician Certification
Timeline
Customer Service Representative
Aviotek Instruments & Accessories
08.2023 - Current
Sr Network Operations Coordinator
Randstad Technologies, LLC
03.2023 - 08.2023
Customer Service Team Lead
Account Technologies
11.2021 - 03.2023
Customer Service Executive
LATAM Cargo
01.2019 - 11.2021
Associate of Arts - Business Administration
Florida National University
Associate of Arts - Business Administration
Miami Dade College
No Degree - Registered Behavior Technician (RBT)
Austism Partnership Association
High School Diploma -
Miami Springs Senior High School
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