Liliset Torres
Hialeah,FL
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Optical Lab Technician
Triangle Vision
Hialeah, FL
11.2016 - 10.2023
- Repaired frames and lenses as needed to meet customer expectations.
- Ensured compliance with safety regulations while operating machinery in the lab.
- Immersed eyeglass frames in solutions to harden, soften and dye frames.
- Monitored stock levels of contact lenses, frames, accessories and other items used in the lab.
- Operated edging machines to cut lenses according to specifications on job tickets.
- Maintained an inventory of contact lenses, frames, accessories and other materials used in the lab.
- Cleaned and maintained optical lab equipment to ensure proper functioning.
- Ordered supplies when necessary to keep the lab stocked with adequate materials.
- Measured mounted and unmounted lenses to verify alignment with precision instruments.
- Created work orders for special order requests from customers.
- Produced eyewear for customers using tools and equipment.
- Inspected lens blanks to detect flaws and verified lens coating thickness.
- Adjusted eyeglasses as needed to fit customers' faces comfortably.
Customer Service Representative
Estrella Insurance
Hialeah, FL
09.2015 - 10.2016
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Made outbound calls to obtain account information.
- Strengthened customer retention by offering discount options.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Improved customer service wait times to mitigate complaints.
- Prevented key account losses by researching discrepancies and correcting problems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Consulted with customers to resolve service and billing issues.
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Updated databases with new and modified customer data.
Education
Certificate Degree - Medical Billing And Coding
More Tech Institute
Hialeah, FL12-2023
Certificate Degree - Engagement & Assessment
Amalia's Community Behavioral Management
Hialeah, FL11-2020
Certificate Degree - Service Planning & Development
Amalia's Community Behavioral Management
Hialeah, FL11-2020
Certificate Degree - Coordination, Linkage & Monitoring
Amalia's Community Behavioral Management
Hialeah, FL11-2020
Certificate Degree - Documentation
Amalia's Community Behavioral Management
Hialeah, FL11-2020
Certificate Degree - Professional, Legal & Ethical Responsibilities
Amalia's Community Behavioral Management
Hialeah, FL11-2020
Bachelor of Arts - Industrial Engineering
Holguin Higher Technical Institute Oscar Lucero
Holguin, Cuba07-1995
Skills
- Customer Relations
- Problem Resolution
- Quality Assurance
- Analytical Thinking
- Paperwork Processing
- Call Management
- Account Updating
- Information Security
- Inbound and Outbound Calling
- Complaint Resolution
- Data Collection
- Data Entry
- Technical Support
- Critical Thinking
- Team Development
- Microsoft Outlook
- Problem-Solving Abilities
- Document Control
- Conflict Resolution
- Documentation
- System Implementation
- Microsoft Office Suite
- Client Relations
- Customer Service
- Microsoft Office Expertise
- Customer Consulting
Languages
Spanish
Native/ Bilingual
English
Professional
Timeline
Optical Lab Technician
Triangle Vision
11.2016 - 10.2023
Customer Service Representative
Estrella Insurance
09.2015 - 10.2016
Certificate Degree - Medical Billing And Coding
More Tech Institute
Certificate Degree - Engagement & Assessment
Amalia's Community Behavioral Management
Certificate Degree - Service Planning & Development
Amalia's Community Behavioral Management
Certificate Degree - Coordination, Linkage & Monitoring
Amalia's Community Behavioral Management
Certificate Degree - Documentation
Amalia's Community Behavioral Management
Certificate Degree - Professional, Legal & Ethical Responsibilities
Amalia's Community Behavioral Management
Bachelor of Arts - Industrial Engineering
Holguin Higher Technical Institute Oscar Lucero