Summary
Overview
Work History
Education
Skills
Languages
Timeline
CustomerServiceRepresentative

Lilia Nieves

Ruskin,FL

Summary

Dynamic Customer Service Representative with extensive experience at Optum, excelling in conflict resolution and customer relationship management. Proven track record of enhancing customer satisfaction through empathetic communication and effective problem-solving. Skilled in team training and performance monitoring, fostering a collaborative environment that drives business success.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Optum
03.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Customer Service Representative

Spectrum
01.2020 - 03.2022
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.

Manager

Aldi‘s
07.2016 - 12.2021
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.

Manager

Moe’s
04.2014 - 07.2016
  • Accomplished multiple tasks within established timeframes.
  • Managed and motivated employees to be productive and engaged in work.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.

Education

High School Diploma -

Brewster Tech
Tampa, FL
06.2010

Skills

  • Customer service
  • Conflict resolution
  • Product knowledge
  • Customer relationship management
  • Team training
  • Communication skills
  • Performance monitoring

Languages

Spanish
Limited Working

Timeline

Customer Service Representative

Optum
03.2022 - Current

Customer Service Representative

Spectrum
01.2020 - 03.2022

Manager

Aldi‘s
07.2016 - 12.2021

Manager

Moe’s
04.2014 - 07.2016

High School Diploma -

Brewster Tech

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Lilia Nieves