Summary
Overview
Work History
Education
Skills
Timeline
Generic

LETICIA MICHELENA

Summary

A dependable, dedicated and career conscious professional. Ability to work as a team with all levels of employees and customers. Works well independently to handle assignments. Quick learner with good computer abilities.

Overview

16
16
years of professional experience

Work History

Bilingual Customer Service Representative

Oasis Marketing Solutions
12.2023 - 05.2024
  • Inbound calls and Outbound calls for customers from Jackson Hewitt (Tax Services)
  • Helping customers with questions regarding their refund, problems with the IRS or the State
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • When making the Outbound calls was to offer an appointment and offer discounts for the tax return
  • Also help with the CHAT Dept
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Met all call quality standards and daily quotas for first-call resolution.

Appointment Setter/remote Position

SMARTER SWIPE
12.2022 - 09.2023
  • Search for business's owners to offer the Clover machine to take payments, help with the menu and save money
  • Utilized CRM system to track and manage leads, keeping appointments organized.
  • Set appointments with salespeople and potential customers.
  • Answered phone calls and answered questions from potential customers.
  • Scheduled follow up calls with potential customers to gain interest in scheduling appointments.

Order Processing Rep./remote Position

SPECSTONES, INC.
01.2022 - 12.2022
  • Quickly responded to and resolved the complaints of customers dealing with service and item issues
  • Independently handled problems such as incomplete orders to help customers get their items on-time
  • Processed payments, documented transactions and prepared paperwork to complete the orders
  • Helped team complete assignments to meet goals
  • Completed assigned tasks with little or no supervision
  • Verified the accuracy of the customer's information and their order details to prevent errors and delays
  • Responded to customer questions via telephone and written correspondence regarding orders and shipments.

Bilingual Admin. Assistant/collector

TOWN &COUNTRY MOTORS
01.2019 - 10.2021
  • Responsible for A/P, A/R., Payroll, work orders, collections, phones
  • Answered incoming calls and directed messages to correct party
  • Filtered incoming phone calls and emails, escalating only highest priority inquiries to executive leadership
  • Prepared miscellaneous letters, memorandums and emails
  • Handled general office tasks, independently completing variety of basic and routine clerical and secretarial work
  • Photocopied, faxed and scanned office correspondence
  • Also Credit Report, all the paperwork to get the titles and plates for the vehicles
  • Assisted coworkers and staff members with special tasks on daily basis.

Collections /(call Center)

AEROTECK
02.2018 - 01.2019
  • Inbound & Outbound calls for collections, working with the dialer, Posting payments
  • Received incoming calls, accessed customer account information and provided accurate and updated answers to all inquiries
  • Verified customer information prior to addressing account issues to support system security
  • Processed and mailed forms and notices to customers per account alerts
  • Negotiated and diffused tense situations with challenging customers to maintain relationships
  • Documented all aspects of customer interactions into call center systems
  • Addressed and resolved customer complaints and account issues or escalated to management

Bilingual Customer Service

OFFICE TEAM
04.2015 - 01.2018
  • Placed outbound calls to follow up with services, orders speaking customers and resolve issues
  • Reviewed customers' claims and documentation to assess validity of claims and determine eligibility for different solutions
  • Provided superior customer service for this Commercial Janitorial Cleaning Company
  • Receiving new orders for services from customers, helping to get new Sub-Contractors from all over United States
  • Updated customer accounts with current personal and purchasing information
  • Remained calm, composed and polite to deescalate aggressive customer behavior
  • Processed orders and coordinated delivery schedules to meet customer needs

Bilingual Administrative Assistant

CITROFRUT
12.2013 - 01.2015
  • Answered incoming calls and directed messages to correct party
  • Greeted visitors upon arrival and directed guests to appropriate departments
  • Prepared miscellaneous letters, memorandums and emails
  • Photocopied, faxed and scanned office correspondence
  • Responsible for A/P, Payroll and Purchase Orders
  • Tracked, received and reconciled material orders
  • Documented payments and expenses to keep financial records current
  • Maintained up-to-date records of contact information, enabling quick access to key personnel when necessary.

Collections

AFCOT FINANCE
06.2008 - 12.2013
  • Prepared and mailed letters to collect on outstanding customer balances
  • Conducted skip tracing to locate individuals responsible for outstanding balances
  • Reviewed accounts regularly to prioritize collection efforts based on dates and balance amounts
  • Called moderately aged accounts in-person with friendly approach to resolve non-payment issues
  • Worked with outside collection agencies to resolve long-term non-payment issues
  • Set up payment plans to help customers bring accounts current
  • Posted payments and adjusted balances to reflect new values
  • Updated clients' accounts with payment details, resolving collections issues
  • Negotiated settlements and payment agreements with customers

Education

Bachelor of Accounting - Accounting

UNIVERSITY OF SONORA
Mexico

English-as-a-Second-Language Education

CUYAMACA COLLEGE
San Diego, CA

Skills

  • Bilingual
  • Customer service
  • Data entry
  • Computer skills
  • Call center experience
  • Payment processing
  • Payment collection
  • Quick Books
  • Motivation
  • Calm and professional under pressure
  • Multitasking and organization
  • Flexibility and adaptability
  • Teamwork and collaboration
  • Prioritization
  • Problem-solving
  • Empathy and patience

Timeline

Bilingual Customer Service Representative

Oasis Marketing Solutions
12.2023 - 05.2024

Appointment Setter/remote Position

SMARTER SWIPE
12.2022 - 09.2023

Order Processing Rep./remote Position

SPECSTONES, INC.
01.2022 - 12.2022

Bilingual Admin. Assistant/collector

TOWN &COUNTRY MOTORS
01.2019 - 10.2021

Collections /(call Center)

AEROTECK
02.2018 - 01.2019

Bilingual Customer Service

OFFICE TEAM
04.2015 - 01.2018

Bilingual Administrative Assistant

CITROFRUT
12.2013 - 01.2015

Collections

AFCOT FINANCE
06.2008 - 12.2013

Bachelor of Accounting - Accounting

UNIVERSITY OF SONORA

English-as-a-Second-Language Education

CUYAMACA COLLEGE
LETICIA MICHELENA