Lillie Annette Martin Merced
Orlando
Summary
Efficient office assistant with several years of experience answering high-volume calls and in-person inquiries. Diligent, respectful attitude to dealing with clients and colleagues. Flexible and hardworking approach to streamlining internal processes.
Reliable professional skilled at coordinating supplies, records and schedules to keep office teams on-task and ready for daily demands. Proficient in using diverse software to produce professional spreadsheets, reports and correspondence. Positive, upbeat and service-oriented attitude toward completing tasks.
Well-rounded professional possessing excellent clerical and team support abilities. Skilled in scheduling meetings and appointments and organizing office operations. Punctual professional committed to satisfying customer needs and meeting office demands.
Overview
25
25
years of professional experience
2
2
years of post-secondary education
Work History
Office Assistant
IRS direct inc
Orlando
06.2011 - Current
- Assisted with filing and organizing confidential tax documents.
- Managed office supplies and maintained inventory levels effectively.
- Supported team members with scheduling meetings and appointments.
Customer Service Representative
Attention Puerto Rico call center
Caguas pr
02.2004 - 09.2005
- Assisted customers with inquiries and resolved issues promptly.
- Documented customer interactions in the call center software system.
- Collaborated with team members to enhance service delivery and efficiency.
- Managed daily customer inquiries and resolved issues efficiently.
- Trained new team members on customer service protocols and tools.
- Coordinated scheduling for staff to ensure adequate coverage.
- Developed training materials to enhance team knowledge and skills.
- Assisted in implementing new customer service software systems.
- Monitored team performance to maintain high service standards.
- Facilitated communication between departments to streamline operations.
- Provided feedback to management on customer trends and needs.
- Resolved escalated issues from team members or customers in an efficient manner.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Directed customer service staff activities, including training, coaching and performance management.
- Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
- Consulted with customers regarding needs and addressed concerns.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Ensured compliance with company policies and regulations related to customer service operations.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Worked closely with other departments such as sales, marketing and IT teams to ensure smooth delivery of services.
- Volunteered to handle complaints and issues for manager during busy time periods.
- Reviewed customer feedbacks to identify areas for improvement in products and services.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
- Handled customer inquiries and complaints in a professional manner.
- Collaborated with external vendors and suppliers providing support services related to customer service operations.
- Monitored team performance against set targets and KPIs.
- Developed strategies for improving customer satisfaction levels.
- Maintained accurate records of customer interactions and transactions.
- Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
- Generated reports on key metrics such as average response time, first call resolution rate.
- Managed key account service, providing exceptional support to foster loyalty and retention.
- Analyzed customer data to provide insights on trends, preferences and needs.
- Conducted periodic audits of call recordings and emails sent by agents for quality assurance purposes.
- Implemented changes based on feedbacks received from customers.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Identified opportunities to increase sales through cross-selling products or services.
- Coordinated with other departments to resolve customer issues efficiently.
- Developed strong customer relationships to encourage repeat business.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Supported sales team members to drive growth and development.
- Promoted available products and services to customers during service, account management and order calls.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Provided top quality control and eliminated downtime to maximize revenue.
- Strengthened customer retention by offering discount options.
- Mentored junior team members and managed employee relationships.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Collected deposits or payments and arranged for billing.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Led on- and off-site customer support teams across multiple time zones.
- Took special orders in person and over telephone, generating additional revenue every month.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Oversaw warranty counseling process to manage expense controls.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Excelled in exceeding daily credit card application goals.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Updated databases with new and modified customer data.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Prevented key account losses by researching discrepancies and correcting problems.
- Provided product knowledge to customers, guiding them through services offered.
- Conducted follow-up calls to ensure resolution of customer issues and inquiries.
- Trained new staff on call center protocols and best practices for bilingual communication.
Customer Service Manager
El angel pawn shop
Caguas pr
09.2000 - 12.2002
- Assisted customers with inquiries and provided information about pawn services.
- Managed customer interactions through phone and in-person communication.
- Processed transactions accurately and efficiently at the point of sale.
- Maintained organized records of customer transactions and pawn items.
- Supported team members in daily operations and customer service tasks.
- Trained new employees on company policies and customer service standards.
- Collaborated with management to improve customer service processes and practices.
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
Education
Associate Criminal Justice - Criminal Justice
University Ana G Mendez
Gurabo, Pr 09.2000 - 11.2002
Skills
- Document management
- Tax preparation support
- Office inventory control
- Appointment scheduling
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Office Assistant
IRS direct inc
06.2011 - Current
Customer Service Representative
Attention Puerto Rico call center
02.2004 - 09.2005
Customer Service Manager
El angel pawn shop
09.2000 - 12.2002
Associate Criminal Justice - Criminal Justice
University Ana G Mendez
09.2000 - 11.2002