Lissette Ranieri
Ronkonkoma,NY
Summary
Highly motivated costumer service representative with experience in call centers, answering customer calls, listening to their concerns and solving problems. Experience handling both inbound and outbound phone calls with clients to make sure everyone quickly gets the help they need. Strong problem solver with the multitasking ability to handle several customer needs with ease. Skills using Microsoft Office as Excel, Word, Outlook, PowerPoint. Proactive, and experience working on a multi-disciplinary team. Capable of handling situations under pressure in an effective manner with the ability to adapt changes.
Overview
6
6
years of professional experience
Work History
Bilingual Call Center Agent / Citation Operations
BusPatrol America LLC
Allentown, PA
08.2023 - 11.2023
- Assisted 50+ customers per day, providing successful solutions in a polite manner to ensure customer retention
- Assisted customers who have questions and/or concerns regarding their school bus citation
- Identified customers’ needs, clarify information and provide our customers with solutions and/or alternatives
- Engaged in active listening with customers, confirming or clarifying information and diffusing angry callers, as needed)
- Multi-tasked in a fast-paced environment (documenting all customer details in our database, while assisting customers and providing solutions
- Understood and strive to meet or exceed Call Center metrics/KPI’s by providing excellent customer service while adhering to standards and guidelines
- Responsible for assisting the Call Center Team Lead with meeting operational objectives by handling calls and additional projects as well as supporting the entire operational team in cross-training initiatives to assist departmental workload
- Worked on a multi-cultural team.
- Participated actively in training activities related to new products or processes.
Bilingual Customer Service Representative
MMC Group
New York, NY
04.2022 - 03.2023
- Assisted 100+ customers per day, providing successful solutions in a polite manner using active listening to ensure customer retention.
- Answered calls by utilizing the company's call management system and other software
- Educated clients on managed care.
- Assessed client's health care needs and assists clients in choosing a health plan.
- Maintained updated knowledge of the New York Project.
- Assisted clients in enrolling/disenrolling in health plans.
- Received and sorts of enrollment/disenrollment forms.
- Reviewed enrollment forms for accuracy and completeness.
- Processed enrollment/disenrollment forms.
- Sent necessary letters to clients.
- Raised issues of concern and/or problems to the attention of the Central Operations Supervisor.
- Performed managed care education and enrollment services when call volume warrants.
- Assisted or performed mailroom functions, when assigned.
- Met all standards established for this position as outlined in the attached performance criteria.
- Performed other duties as may were assigned by the Call Center Supervisor or management.
Independent Business Owner
IMastery Academy - New York, NY
New York, NY
04.2020 - 09.2020
- Sales representative for this company based in a network marketing company.
- Received sales training
- Received social media marketing training.
- Received growing mindset training
Bakery Clerk / Customer Service
Stop and Shop Supermarket
Ronkonkoma, NY
01.2020 - 04.2020
- Took over 50 orders daily for the bakery.
- Assisted on the preparation of different types of cakes
- Assisted on the preparation of different types of cookies
- Managed inventory for the bakery
- Cleaned bakery station before closing.
Cashier/Customer Service
A&R Gourmet Deli
New York, NY
07.2019 - 12.2019
- In charged of opening and closing the register. Operate POS Cash Register, handling 200 transactions on overage daily.
- In-person customer service.
- Processed all type of transaction cash, check, debit card and credit card.
- Assisted with re-stocking and promotions on the store to maximize sales and provide a pleasant shopping experience.
- Managed all the requirements for the store, and also tracked orders in the system.
- Took over 50 orders on the phone and delivery’s apps.
- Was part of the barista station. Assisted customers with selections of various coffee blends, teas, hot and cold espresso beverages, smoothies, and bakery items. Handled and processed all incoming problems / requests / inquires for customers and associates
- Due to my experience, I was able to train new cashiers and customer service rep.
Cashier/Customer Service
Plaza Deli
New York, NY
06.2017 - 05.2019
- In-person customer service.
- Took over 100 orders on the phone and delivery’s apps daily.
- Operated POS Cash Register, handling over 200 transactions on overage daily.
- Management for all the requirements to be able to have the best service on the Deli and track orders in the system.
Education
Bachelor of Science - Civil Engineering
UNEFM
Venezuela05.2013
Skills
- Active listening
- Adaptability
- Bilingual customer support
- Building customer royalty
- Communication
- Complain resolution
- Organizational skills
- Empathy
- Interpersonal skills
- Patience
- Persuasion skills
- Positivity
- Problem-solving skills
- Product knowledge
- Time management
- Upselling/Cross-selling
- Service-based selling
- Computer skills
Languages
English
Professional
Spanish
Native/ Bilingual
Timeline
Bilingual Call Center Agent / Citation Operations
BusPatrol America LLC
08.2023 - 11.2023
Bilingual Customer Service Representative
MMC Group
04.2022 - 03.2023
Independent Business Owner
IMastery Academy - New York, NY
04.2020 - 09.2020
Bakery Clerk / Customer Service
Stop and Shop Supermarket
01.2020 - 04.2020
Cashier/Customer Service
A&R Gourmet Deli
07.2019 - 12.2019
Cashier/Customer Service
Plaza Deli
06.2017 - 05.2019
Bachelor of Science - Civil Engineering
UNEFM
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