Mara Vega-Sarmiento
Lansing,MI
Summary
Astute Call Center professional offering polished communication skills. Expert in Spanish, both verbal and written. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Call Center Representative
Peckham - National Passport Information Center
02.2019 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
- Boosted customer service satisfaction ratings through consistent quality control.
Security Dispatcher
Allied Universal Security Services
08.2015 - 02.2019
- Prepared detailed incident reports to facilitate appropriate follow-up.
- Operated and monitored fire alarm and security CCTV systems to maintain building safety.
- Patrolled assigned areas to provide guest assistance while remaining alert for suspicious circumstances or individuals.
- Contacted police, fire and ambulance in emergency situations to coordinate proper response.
- Operated multi-line telephone system, prioritized calls and initiated appropriate action based on incident type and importance.
- Leveraged two-way radio or telephone to dispatch security officers or other personnel.
Education
Bachelor of Science - Behavioral Sciences
University of Arizona Global Campus
Phoenix, AZ06.2020
Associate of Arts - Medical Billing And Coding
Dorsey School of Business
Lansing01.2017
Skills
- Calm and Professional Under Pressure
- Customer Communication
- Verbal and Written Communication
- Call Volume and Quality Metrics
- Providing Customer Support
- Performance Improvement
- Service Quality
- Call Center Operations
- Bilingual (Spanish)
- Critical Thinking Skills
- Good Telephone Etiquette
- Punctual and Dependable
Certification
- Licensed Life Insurance Agent - 07/2023
Languages
Spanish
Native or Bilingual
Timeline
Call Center Representative
Peckham - National Passport Information Center
02.2019 - Current
Security Dispatcher
Allied Universal Security Services
08.2015 - 02.2019
Bachelor of Science - Behavioral Sciences
University of Arizona Global Campus
Associate of Arts - Medical Billing And Coding
Dorsey School of Business
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