Maria Laura Jones
Grove City,OH
Summary
Observant Call Center Representative experienced working in call center environments. Skilled at handling various calls while resolving client issues rapidly. Promoted consistently for providing clear customer service in English and Spanish
Overview
14
14
years of professional experience
Work History
Mail Sorter
Lyneer Staffing
Grove City, OH
08.2019 - 02.2020
- Ensure mail is reviewed for proper date, postage, and good quality barcodes prior to being placed in appropriate mail trays by verifying the zip codes on mail match mail trays properly
- Check for presorting endorsement on mail
- Remove mail piece jams from machine by pulling mail backward and upward to avoid damaging mail
- Ensure jammed mail is forwarded to assigned bin to be properly sorted under proper client number to avoid double counts on the machine
- Forward empty & unsealed envelopes to the correction department
- Recognize bad barcodes and notify manager
- Disposed of debris and hazardous materials properly to avoid contamination.
- Marked and labeled containers with accurate shipping information to prevent delays.
- Assembled cartons, crates and containers to prepare for shipping.
- Used tools, sprayers and cleaning solutions to disinfect work areas.
- Inspected outgoing shipments to maintain quality assurance standards.
- Mentored new employees on warehouse procedures and tasks resulting in quick job acclimation.
Mail Sorter
Snelling Staffing/ UPS
Grove City, OH
08.2017 - 05.2019
- Ensure mail is reviewed for proper date, postage, and good quality barcodes prior to being placed in appropriate mail trays by verifying the zip codes on mail match mail trays properly
- Check for presorting endorsement on mail
- Remove mail piece jams from machine by pulling mail backward and upward to avoid damaging mail
- Ensure jammed mail is forwarded to assigned bin to be properly sorted under proper client number to avoid double counts on the machine
- Forward empty & unsealed envelopes to the correction department
- Recognize bad barcodes and notify manager
- Disposed of debris and hazardous materials properly to avoid contamination.
- Marked and labeled containers with accurate shipping information to prevent delays.
- Assembled cartons, crates and containers to prepare for shipping.
- Used tools, sprayers and cleaning solutions to disinfect work areas.
- Inspected outgoing shipments to maintain quality assurance standards.
- Mentored new employees on warehouse procedures and tasks resulting in quick job acclimation.
Customer Service Representative Bilingual
Gap
Grove City, OH
11.2015 - 05.2017
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Documented conversations with customers to track requests, problems and solutions.
- Assessed customer account information to determine current issues and potential solutions.
- Handled translation calls with open and clear communication skills to quickly get to root of each issue.
- Applied cultural knowledge and interpersonal abilities to help customers open up and explain concerns.
- Translated customer and internal documents to facilitate actions and resolutions.
- Shared detailed information regarding options to help customers make decisions.
- Responded to customer inquiries to drive highest level of customer service and develop and continually enhance relationships.
- Answered questions and informed customers of current sales and promotions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Provided customer service and issue resolution to increase QA satisfaction levels.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Recommended, selected and helped locate merchandise based on customer needs and desires.
- Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
- Worked with external representatives to address customer needs.
Call Center Supervisor
NCO Financial Systems
Gahanna, OH
02.2006 - 10.2012
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
- Reduced process lags and effectively trained staff on customer satisfaction protocols and first call resolution best practices.
- Streamlined operational efficiencies by accurately conducting new hire interviews and assisting management with employment decisions.
- Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
- Managed 48 employees, including scheduling for frontline, tier I and tier II agents and product specialists to ensure optimal productivity.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Trained new employees on processes to promote productivity team-wide.
- Handled escalated customer service concerns to preserve revenue streams from key customers.
Education
Some College (No Degree) - Business
Escuela Terciaria Mariano Moreno
LanusHigh School Diploma -
Escuela Educación 3 Alfonsina Storni
Lanus12.1994
Skills
- Account management
- Bilingual Spanish-English
- Spanish translation
- Call center operations
- Customer support
- Quality assurance controls
- High-energy attitude
- Inbound and Outbound Calling
- Customer relations
Languages
Spanish
Native language
English
Advanced (C1)
C1
Timeline
Mail Sorter
Lyneer Staffing
08.2019 - 02.2020
Mail Sorter
Snelling Staffing/ UPS
08.2017 - 05.2019
Customer Service Representative Bilingual
Gap
11.2015 - 05.2017
Call Center Supervisor
NCO Financial Systems
02.2006 - 10.2012
Some College (No Degree) - Business
Escuela Terciaria Mariano Moreno
High School Diploma -
Escuela Educación 3 Alfonsina Storni
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