Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Lesly Coloma

Columbia,MD

Summary

Over the past 10 years, I’ve become a dedicated customer service professional with extensive experience in administration. I’m proud to say I'm an immensely motivated individual with skills in multitasking, an excellent record of accuracy, organization, and attention to detail. I've been proven to be a hard-working professional with experience in office operations, administrative support, and customer service. As an experienced professional, I've also skilled in problem-solving and optimizing performance. I strongly believe I am capable of managing projects and collaborating effectively with teams. Lastly, I'm committed to continuous learning and staying current with the company's trends to contribute to organizational success.

Overview

12
12
years of professional experience

Work History

Regional Service Lead

Window Nation
Columbia , MD
09.2024 - Current
  • I worked as an independent service lead for four months, under Vytex and handled services for the following markets: Maryland, Philadelphia, and Northern Virginia areas.
  • Currently, I take on more markets for all the 5 regions we handle.
  • Create service templates in order to assist customers in the process of scheduling an appointment.
  • Identified needs of customers promptly and efficiently.
  • Provide specific details to support technicians for large and small projects.
  • Resolve customer inquiries and complaints requiring management-level escalation.
  • Approve quotes when needed and discussed chargeable services with customers.
  • Communicate with branches daily to exceed customer expectations and resolved any issues.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Recognized by management for achieving daily number goals.

Customer Care Agent

Window Nation
Fulton, MD
04.2024 - 09.2024
  • Answered customer inquiries over the phone and via email.
  • Submitted service intakes for product issues and warranty transfers.
  • Communicated effectively with other departments to resolve customer issues promptly.
  • Assisted with online requests.
  • Documented all customer interactions accurately in the system.
  • Utilized problem-solving skills to identify root cause of customer issues.
  • Provided detailed information about products and services upon request.
  • Responded promptly to emails from customers seeking assistance.
  • Ensured that each call was handled in accordance with company standards.
  • Analyzed data regarding previous customer interactions for future reference.
  • Delivered customer support to high call load each shift.

Administrative Assistant/Receptionist

Priority Construction Services
Baltimore, MD
09.2022 - 01.2024
  • Served visitors by greeting, welcoming and directing to appropriate personnel.
  • Prepared welcome packages for new hires containing relevant paperwork and other important details.
  • Maintained a neat reception area by organizing materials and tidying up furniture.
  • Coordinated pick-up and delivery of express mail services.
  • Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
  • Assisted with special projects assigned by management when required.
  • Entered and maintained data in computerized systems for certified payroll.
  • Provided administrative support to staff members such accounts payable, payroll and human resources.
  • Sorted invoices for accounting department by date stamping and filing by vendor code.
  • Maintained an organized filing system for employees with company phones.
  • Managed company equipment for field employees.
  • Managed office supplies inventory and placed orders when needed.

Customer Service Representative

Vector Security
Columbia , MD
10.2020 - 05.2022
  • Scheduled and confirmed appointments for customers regarding alarming system troubles.
  • Administered on-call responses for emergency service operational queries, providing remote ticket resolution or dispatching technicians as necessary.
  • Maintained accurate records of customer service calls and educating customers on the effective use of security systems.
  • Collected and distributed messages to team members and inputted all information into the company's database.
  • Collected payments from customers and updated account cost and benefit documentation on prospective enhancements.
  • Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
  • Collaborated with accounting department to ensure timely payments from customers.
  • Reviewed and updated customer profiles in the billing system.

Customer Service Agent/Administrative Assistant

Conduent
Burtonsville, MD
08.2015 - 10.2020
  • Assisted customers regarding speed and red light violations in SHA, Montgomery County, Bowie, Hyattsville, Providence, RI, and Wilmington, DE.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Cleared restrictions as requested and handled administration work such as unacceptable payments, Transfer of Liability, and cashier reports.
  • Managed numerous translation requests each day with a positive and upbeat communication style to uncover and handle customer needs.
  • Responded effectively to sensitive inquiries or complaints.
  • Entered data into spreadsheets using Microsoft Excel or other similar programs.
  • Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
  • Composed correspondence and reports.

Customer Service Representative

Roto-Rooter
Linthicum Heights, MD
09.2013 - 10.2014
  • Achieved sale targets regularly with solid promotional and cross-selling skills.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals 100%.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Educated customers on special pricing opportunities and company offerings.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Developed strong customer relationships to encourage repeat business.

Education

High School Diploma -

Wilde Lake High School
Columbia, MD
05-2009

Some College (No Degree) - Bussiness

Howard Community College
Columbia, MD

Skills

  • Clerical Support
  • Bilingual
  • Filing
  • Office Administration
  • Appointment Scheduling
  • Dedicated Team Player
  • Microsoft Outlook
  • Microsoft Office
  • Organization Skills
  • Multi-Line Telephone Skills
  • Positive and Professional
  • Tech-Savvy
  • Multitasking and Prioritization
  • Recordkeeping and Bookkeeping

Languages

Spanish
Professional

Timeline

Regional Service Lead

Window Nation
09.2024 - Current

Customer Care Agent

Window Nation
04.2024 - 09.2024

Administrative Assistant/Receptionist

Priority Construction Services
09.2022 - 01.2024

Customer Service Representative

Vector Security
10.2020 - 05.2022

Customer Service Agent/Administrative Assistant

Conduent
08.2015 - 10.2020

Customer Service Representative

Roto-Rooter
09.2013 - 10.2014

High School Diploma -

Wilde Lake High School

Some College (No Degree) - Bussiness

Howard Community College

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Lesly Coloma