Lena Flores
Irving,TX
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Bilingual CSR
Foundever Operating Corporation Virtual
01.2025 - Current
- Supported sales initiatives by upselling relevant products or services based on clients'' needs and interests, utilizing bilingual capabilities.
- Balanced multiple priorities within a fast-paced environment, consistently meeting deadlines and delivering superior customer service.
- Collaborated closely with other departments, ensuring seamless coordination when addressing multilingual customer queries or complaints.
- Provided comprehensive product information, addressing customer concerns effectively in their preferred language.
- Delivered outstanding service by adapting communication styles according to each client''s cultural preferences and language requirements.
- Increased customer retention with empathetic listening and tailored problem-solving strategies in both languages.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries in both English and Spanish.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Package Handler
Fed Ex Ground
Irving, TX
04.2022 - 12.2024
- Improved package handling efficiency by implementing proper sorting and organizing techniques.
- Reduced damage rates for packages through careful handling and adherence to safety protocols.
- Used hand-held scanners and physical logs to accurately track item movements.
- Proved successful working within tight deadlines and a fast-paced environment.
- Assembled, sealed, and loaded packages into correct trucks.
- Verified correct labels and accurate shipping information on packages to avoid shipping to wrong addresses.
- Reduced package mishandling incidents, carefully adhering to handling protocols and training new hires on best practices.
- Loaded and unloaded materials onto and off of trucks for fast shipment.
Business Owner/Operator
Jaz & Ali Cleaning Service
Irving, TX
10.2018 - 09.2022
- Improved customer satisfaction rates by prioritizing client needs and addressing concerns promptly.
- Established a loyal customer base.
- Cleaned Residential and Commercial. Trash collection,Dust,Mopping
- Following up with clients needs and requests
- Managed invoicing and payment processing operations.
Education
High School Diploma -
Sunset High School
Dallas, TX05.2000
Skills
- Call center experience
- Data entry proficiency
- Customer service
- Problem-solving
- Data entry
- Data collection
- Order processing
Timeline
Bilingual CSR
Foundever Operating Corporation Virtual
01.2025 - Current
Package Handler
Fed Ex Ground
04.2022 - 12.2024
Business Owner/Operator
Jaz & Ali Cleaning Service
10.2018 - 09.2022
High School Diploma -
Sunset High School