Lisette Zuniga
Cedar Creek,TX
Summary
Detailed orientated individual experienced in administrative procedures. Oversees day-to-day duties with strong planning and organization skills to delivers projects in timely manner.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
9
9
years of professional experience
Work History
Habitual Violator/Court Lead
ViaPlus
02.2024 - Current
- Monitor staff performance levels, implementing necessary changes to improve productivity and meet targets
- Mentored and coached junior staff to produce high-performing, quality team members
- Promoted company values and vision, ensuring full team adherence and investment
- Developed and implemented strategic processes for improved productivity and profitability
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards
- Resolved employee relations issues and navigated disciplinary proceedings
- Fostered positive employee relationships through communication, training and coaching
- Mediated team decision-making and problem-solving for peaceful resolutions and decision-making
- Collaborated with colleagues from different backgrounds to tackle new challenges
- Coached team members through new or difficult workflows
- Lead team of 14+ to achieve KPI targets and successfully complete assigned projects
- Delegated tasks to make best use of individuals' skills
Bi-lingual Customer Service Lead
Cofiroute USA
10.2022 - 02.2024
- Promoted professionalism among staff to develop productive relationships
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity
- Greeted customers and listened closely to problems described to determine solutions
- Responded to customer calls and emails to answer questions about products and services
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
- Reviewed associate performance to identify training needs
- Answered constant flow of customer calls with minimal wait times
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Utilized customer service software to manage interactions and track customer satisfaction
- Developed customer service policies and procedures to meet and exceed industry service standards
- Investigated and resolved customer inquiries and complaints quickly
- Maintained up-to-date knowledge of product and service changes
- Responded proactively and positively to rapid change
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Trained new personnel regarding company operations, policies and service
Habitual Violator and Court Representative
Cofiroute USA
01.2020 - 10.2022
- Performed routine data entry or document management
- Responded to in-person and telephone requests for information
- Processed payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances
- Assisted newly hired clerks in learning about application reviews and verification procedures, performance strategies and customer service techniques
- Handled customer inquiries and suggestions courteously and professionally
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Live Chat/Email Representative
Cofiroute USA
08.2019 - 01.2020
- Responded to customer inquiries and provided accurate information about products and services via live chat
- Documented all customer information accurately in the computer system, providing dated notes for future reference
- Monitored customer conversations and provided timely, knowledgeable assistance
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action
- Assisted department with email-based and phone support when call center was busy or short-staffed
- Assisted team leader with coaching and mentoring of new employees
- Maintained up-to-date knowledge of product and service changes
- Educated customers about billing, payment processing and support policies and procedures
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
Customer Service Representative
Cofiroute USA
03.2019 - 08.2019
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Investigated and resolved customer inquiries and complaints quickly
- Maintained up-to-date knowledge of product and service changes
- Educated customers about billing, payment processing and support policies and procedures
Call Center Representative/Customer Service
TxTag Toll Authority
08.2016 - 10.2016
- Helped large numbers of customers every day with a positive attitude and focus on customer satisfaction
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Learned and maintained an in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Processed debit and credit card payments
- Educated customers on company systems, form completion, and access to services
Education
High school diploma -
George I Sanchez High School
Houston, TX05.2010
Skills
- Business Acumen
- Leadership
- Collaboration
- Time Management
- Prioritization
- Conflict Resolution
- Employee Motivation
- Proactive Management
- Team Collaboration
- Relationship Building
- Communication
- Multitasking
- Payment Processing
- Cash Handling
- Inventory Control
- Problem Solving
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Habitual Violator/Court Lead
ViaPlus
02.2024 - Current
Bi-lingual Customer Service Lead
Cofiroute USA
10.2022 - 02.2024
Habitual Violator and Court Representative
Cofiroute USA
01.2020 - 10.2022
Live Chat/Email Representative
Cofiroute USA
08.2019 - 01.2020
Customer Service Representative
Cofiroute USA
03.2019 - 08.2019
Call Center Representative/Customer Service
TxTag Toll Authority
08.2016 - 10.2016
High school diploma -
George I Sanchez High School
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