Loraine Urbaez
Worcester,MA
Summary
Efficient customer service professional with experience in call centers and hospitality service. Adept at handling 50+ calls on a daily basis while consistently resolving client issues smoothly and quickly. Fluent in both English and Spanish, and able to provide clear customer service in both languages. Seeking to apply customer service and problem-solving expertise to benefit your company as a call center representative. Reliable and upbeat Job Title successful at promoting customer loyalty, satisfaction and purchases with consultative techniques and diligent attention to individual needs. Knowledgeable about product merchandising, payment processing and cleaning. Dedicated and dependable relationship-builder with excellent organizational strengths and superior work ethic.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Tmobile Retail Sales Representative
T-Mobile
- Ensure that each customer receives outstanding service by providing a friendly environment by greeting and acknowledging every customer
- Maintain an awareness of all promotions and advertisements
- Receive payment by cash, check, credit cards Issue receipts, refunds credits, or change due to customers
- Developed long-term relationships with repeat customers through building credibility in product expertise and personal integrity in salesmanship
- Detailed product features for customers to provide information for best decisions based on personal needs
- Answered guest questions and walked through features of wireless devices to resolve contusion about device teatures
- Maintained visually appealing and effective displays for entire store to drive sustained revenue and move target products
- Recommended optimal merchandise based on customer needs and desires
- Stayed up to date on store promotions, payment policies and security practices
- Used on-site computer systems to access figures and documentation associated with available service plans
- Researched and analyzed monetary figures involved in monthly subscription plans and explained commitments and charges to interested guests
- Encouraged customers to consider purchasing accessories and warranties, resulting in successful upselling and cross-selling
- Unboxed new merchandise, performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current
- Observed customer behaviors to identify security threats and escalate concerns to supervisors
- Perform regular and thorough store cleanliness protocols
- Answering the phone
- Open and closing the store
- Counting the drawers
- Cash drawer balancing.
Call Center Representative
U-Hauls
09.2022
- Handle 50+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction
- Memorized all company products and services to be able to answer customer questions quickly and efficiently and increase upsells
- Collect source data such as customer names, addresses, phone numbers, credit card information for over 1000 customers and enter data into customer service software
- Trained 4 new employees in customer service script recitation, conflict resolution, and data entry practices
- Proficient in video conferencing platforms such as Zoom, Hangouts, and Skype, able to communicate with customers across a variety of channels.
Bny Mellon
Assistant Technical Project Manager
Pittsburgh, PA
03.2021 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Monitor workflow and make timeline adjustments as needed.
- Work as part of an interdisciplinary team to achieve project milestones.
- Collaborate with development to plan project sprints.
- Answered client calls regarding usability issues and software errors, saving 25% of the assigned budget.
- Documented errors and customers' questions, and escalated them appropriately.
- Provided detailed information on software functionality and intended operations.
- Managed resources and capacity for 20 projects.
- Supported development and software quality assurance to ensure optimal progress and product stability for end users.
- Trained five team members on development processes.
- Coordinated with customers to gather requirements and managed expectations.
- Develop status reports, cost estimates and resource plans.
- Make vital decisions and drive decision making across projects.
- Implement and maintain development best practices.
Education
Skills
- Microsoft Office Suite
- Video conferencing software
- 70 WPM typist
- Spanish
- Customer service
- Adaptability
- Verbal communication
- Interpersonal skills
- Problem-solving
- Product Sales
Certification
MiFID ĪĪ Certificate
Data Management Certificate
Global Safety Overview Certificate
Client Call Center Capability Certificate
Fraud Awareness Training Certificate
The Importance of Bank and Company Records Certificate
Languages
English
Native or Bilingual
Spanish
Full Professional
Timeline
Call Center Representative
U-Hauls
09.2022
Bny Mellon
Assistant Technical Project Manager
03.2021 - Current
Tmobile Retail Sales Representative
T-Mobile