Maria Elisa Alcantara
Providence,RI
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
Work History
Front Desk Receptionist
Westminster Eye Care Associates
Providence, RI
02.2023
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Developed strong working relationships with team members, fostering a positive work environment.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Completed data entry and filing to keep records updated for easy retrieval.
Technical Support Representative
Charter Communications
Flushing, NY
10.2014 - 07.2022
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Used ticketing systems to manage and process support actions and requests.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Legal Secretary
Michael T. Ridge Esq.
The Bronx, NY
11.2007 - 04.2012
- Organized files for court proceedings.
- Prepared legal correspondence and wrote professional letters for legal assistants and attorneys.
- Received and placed telephone calls to clients and prospective clients.
- Obtained signatures from attorneys for legal documents.
- Organized envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
- Entered new cases into company database.
- Filed documents with courts on behalf of attorney.
- Developed and maintained filing and retrieval systems.
- Scheduled all appointments, appearances and briefings
- Prepared legal correspondence and wrote professional letters for legal assistants and attorneys
- Created, indexed and maintained client binders
Customer Service Representative
Precision Response Centers
Miami, FL
02.2002 - 03.2007
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating
- Handled over 70 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
High School Diploma -
Louis D. Brandeis High School
06.1993
Skills
- Development Documentation
- Organizational Skills
- Call Center Operations
- Technical Troubleshooting
- Account Administration
- User Support and Troubleshooting
- Microsoft Windows and Office
- Troubleshooting Network Issues
- Resolving Problems and Incidents
- Customer Support Needs Assessment
- Courteous with Strong Service Mindset
- Understanding Customer Needs
- Upbeat and Positive Personality
- Strong Analytical and Problem-Solving Skills
- Customer Service and Assistance
- Active Listening
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Front Desk Receptionist
Westminster Eye Care Associates
02.2023
Technical Support Representative
Charter Communications
10.2014 - 07.2022
Legal Secretary
Michael T. Ridge Esq.
11.2007 - 04.2012
Customer Service Representative
Precision Response Centers
02.2002 - 03.2007
High School Diploma -
Louis D. Brandeis High School