Luciana Maury
South Ozone Park,USA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative/Account Executive/Recepcionist
Transmedical-Ecuador
09.2009 - 01.2017
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
- Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
- Identified opportunities for process improvement based on common customer inquiries or pain points
- Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
- Upsold additional products or services to customers based on their needs and preferences
- Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
Cashier/Customer Service/Receptionist
Grupo Hospitalario Kennedy-Ecuador
02.2004 - 08.2009
- Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments
- Maintained a balanced cash drawer at all times, reconciling discrepancies promptly
- Assisted in training new cashiers on proper procedures for handling transactions and resolving customer issues
- Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns
- Handled exchanges or refunds according to company policies while providing excellent service to dissatisfied customers
- Trained new employees on operating cash registers effectively
- Performed opening/closing duties including counting money in the register before/after shifts
Education
Bachelor's degree - Journalism
Universidad de Guayaquil
09.2004
High school diploma or GED -
Associate's degree -
Skills
- Writing skills
- Administrative experience
- Customer support
- Computer skills
- Multi-line phone systems
- Data entry
- Microsoft Excel
- Typing
- Patient interaction
- Patient service
- Computer literacy
- Cashier
- Medical office experience
- Organizational skills
- GPS
- Microsoft Office
- Microsoft Outlook Calendar
- Clerical experience
- Microsoft Powerpoint
- Multitasking
- Insurance verification
- Medical terminology
- Office experience
- Microsoft Outlook
- Front desk
- Microsoft Word (10 years)
- Interpersonal skills
- Appointment scheduling
- Cleaning Experience
- Communication skills
- Bilingual
- Office management
- Windows
- Customer service
- Phone etiquette
Certification
Driver's License
Languages
- Spanish, Fluent
- English, Expert
- Bilingual
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative/Account Executive/Recepcionist
Transmedical-Ecuador
09.2009 - 01.2017
Cashier/Customer Service/Receptionist
Grupo Hospitalario Kennedy-Ecuador
02.2004 - 08.2009
Bachelor's degree - Journalism
Universidad de Guayaquil