Proven leader in customer service management at Mlyfe, adept at leveraging exceptional problem-solving and management skills to enhance service delivery and client satisfaction. Spearheaded initiatives that significantly improved internal processes and customer experience. Skilled in conflict resolution and computer applications, demonstrating a commitment to professional development and team mentorship.
Hi, I’m
Leiza Paulino
Garfield ,NJ
Summary
Overview
5
years of professional experience
Work History
Mlyfe
Customer service Management
09.2022 - Current
Job overview
- Optimized service delivery by staying informed on industry trends, emerging technologies, and best practices in customer service management.
- Fostered a culture of excellence within the team by promoting ongoing learning opportunities focused on industry best practices and emerging trends in customer service management.
- Mentored junior staff members on best practices in customer service management, fostering professional development within the team.
- Spearheaded cross-functional initiatives aimed at improving internal processes related to customer service management.
- Mentored new employees on company policies and best practices in customer service management leading to faster integration into the team.
- Participated in industry conferences and networking events to stay informed on best practices in customer service management.
- Implemented best practices in customer service management, resulting in increased client satisfaction scores.
- Continuously sought opportunities for professional development within the field of customer service management, staying up-to-date on industry trends and advancements in technology to inform best practices in interaction reviews.
- Resolved most customer service issues with first contact or escalated to management.
- Collaborated with store management to develop strategies for peak periods, optimizing staff efficiency and customer service.
- Demonstrated strong multitasking abilities by simultaneously managing multiple customers'' orders without compromising quality of service.
- Oversaw supply chain management, ensuring timely delivery of products and services to customers.
Quality Automall Ford
Automotive Parts Specialist
06.2023 - 09.2024
Job overview
- Enhanced sales performance with personalized customer service and in-depth knowledge of products.
- Coordinated special orders for hard-to-find or unique items, resulting in increased revenue opportunities.
- Issued parts to technicians to complete customers' repairs.
- Stocked storage areas with merchandise from new trucks, following bins system accurately to minimize inventory errors.
- Improved customer satisfaction by providing expert advice on automotive parts and their applications.
- Assisted customers in identifying the correct parts for their vehicles, ensuring optimal performance and reduced returns.
- Streamlined inventory management by implementing an efficient organization system for easy access to parts.
- Resolved customer complaints promptly, demonstrating professionalism and empathy.
- Served customers in-store and by telephone to answer questions and place orders.
- Utilized computer systems to efficiently manage orders, track inventory levels, and generate reports for management review.
Atalian Global services
Account Manager
11.2020 - 05.2021
Job overview
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
Atalian Global services
Head Custodiam
05.2019 - 11.2020
Job overview
- Increased overall satisfaction among users of the facility by consistently maintaining high standards of cleanliness in all spaces.
- Contributed to a positive school culture through professional interactions with students, staff, and visitors.
- Checked in and stocked inventory throughout facility.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Upheld a well-maintained school environment by coordinating deep-cleaning tasks during breaks and holidays.
- Managed inventory of cleaning supplies and equipment effectively to minimize waste and ensure timely replenishment.
- Mixed, used, and properly stored hazardous chemical cleaners to reduce risk of injury or illness.
- Improved safety standards by promptly addressing potential hazards, such as wet floors, loose wiring, or broken fixtures.
Education
American InstituteClifton, NJ
Medical Assistance
12.2021
University Overview
Passaic community collegePaterson, NJ
Teaching English as a second language (ESL)
04.2017
University Overview
Colegio academia nuevo sendero
High school Diploma
06.2014
University Overview
Skills
- Management skills
- Fast learner
- Customer service skills
- Good at problem solving
- Facility operations
- Remodeling project management
- Maintenance scheduling
- Issue and conflict resolution
- Great skills with computers
- Customer support
- Data entry
- Call center experience
- Payment processing
- Document translation
- Call management
- Call center operations
- Records review
- Database management
- Account management
- Refund processing
- Time management
- Verbal and written communication
- Flexibility and adaptability
- Client relationship management
- Conflict resolution
- Customer needs assessment
- Telephone etiquette
- Stress management
- Consecutive interpretation
- Bilingual communication
- Call escalation resolution
- Language fluency
- Teamwork and collaboration
- Computer skills
- Problem resolution
- Translation and interpretation services
- Understanding customer needs
- Calm under pressure
- Work prioritization
- Multi-line phone talent
- Remote office availability
- Relationship building
- Conflict mediation
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Automotive Parts Specialist
Quality Automall Ford
06.2023 - 09.2024
Customer service Management
Mlyfe
09.2022 - Current
Account Manager
Atalian Global services
11.2020 - 05.2021
Head Custodiam
Atalian Global services
05.2019 - 11.2020
American Institute
Medical Assistance
Passaic community college
Teaching English as a second language (ESL)
Colegio academia nuevo sendero
High school Diploma
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