Marcela Freire
Brooklyn
Summary
Skilled in customer interaction management and issue resolution, I leverage strong communication and problem-solving skills to ensure customer satisfaction. With a history of upholding high service standards and cultivating positive customer relationships, I am detail-oriented and possess exceptional communication and project management abilities. My track record includes effectively handling multiple tasks in fast-paced environments, earning recognition. Renowned for a proactive approach to identifying and addressing issues, I prioritize process optimization and team support.
Overview
17
17
years of professional experience
Work History
Remote Customer Care Specialist 2
Best Buy Co. Inc.
10.2021 - Current
- Provided support via phone and email to Best Buy clients with a TotalTech contract, responsible for fast and accurate processing of online purchases, created service appointments and assisted clients with an array of troubleshooting; while simultaneously handling multiple internal software programs
- Advocated Best Buy goals, objectives, policies, and procedures to peers working as a team in order to deliver a high level of customer satisfaction and retention while promoting a cooperative work environment
- Independently performed my duties while maintaining a 0% transfer rate as well as receiving great customer satisfaction surveys
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
Remote Customer Service Representative
Uncommon Goods
11.2020 - 01.2021
- Working in conjunction with two other coworkers, broke the record for the number of claims handled during the holiday season within the Claims Department
- Handled missing and damaged goods claims involving companies that delivered packages domestically and internationally
- Provided customers with replacement orders while claims were processed, prepared refund payments as well as issued promo codes for discounts under manager's supervision
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Accountant's Assistant/Sales Associate
M.O.S, Inc.
02.2010 - 11.2010
- Translated for international Spanish-speaking guests on a multi-line system as well as providing translation to guests who visited the museum
- Kept constant communication with guests and clients including scheduling appointments and following-up with a heavy load of incoming and outgoing emails
- Maintained the integrity of the accountant's documents through essential bookkeeping and filing
Customer Service/Cashier
Target, Corp.
11.2007 - 03.2009
- Processed sales transactions through cash, credit cards, vouchers and coupons from customers in the Checkout lanes, Electronics Department, as well as in the food court
Education
BA - International Criminal Justice
John Jay College of Criminal Justice
01.2015
AA - Liberal Arts & Arts, Minor AA Studies
New York City College of Technology
01.2013
Skills
- Excellent written and verbal communication
- Fluent in English and Spanish-reading, writing, and translating
- Proficient in Microsoft Office, Teams, and Zendesk
- Typing: 75 WPM
Timeline
Remote Customer Care Specialist 2
Best Buy Co. Inc.
10.2021 - Current
Remote Customer Service Representative
Uncommon Goods
11.2020 - 01.2021
Accountant's Assistant/Sales Associate
M.O.S, Inc.
02.2010 - 11.2010
Customer Service/Cashier
Target, Corp.
11.2007 - 03.2009
AA - Liberal Arts & Arts, Minor AA Studies
New York City College of Technology
BA - International Criminal Justice
John Jay College of Criminal Justice
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