Maya Carrillo
Los Angeles,CA
Summary
Experienced Customer Service Representative fluent in English and Spanish. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
3
3
years of professional experience
Work History
Records Administrator
WASH Laundry
07.2023 - Current
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Destroyed records in line with retention schedules to protect confidential information and comply with regulations.
- Developed efficient filing system to retrieve records quickly.
- Created and maintained electronic filing system for quick and easy retrieval of records.
- Improved interdepartmental communication by facilitating easy access to relevant documents and information.
- Coordinated with various departments to support cross-functional needs.
- Updated records with new information.
Customer Experience Expert
Coinbase
02.2022 - 07.2022
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of emerging technologies, trends, and best practices in the industry for continuous improvement of skillset.
- Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
- Provided detailed documentation on all aspects of application development for easy reference by team members or clients.
- Learned and adapted quickly to new technology and software applications.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Customer Experience Agent
Saucy
09.2020 - 10.2021
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Increased efficiency and team productivity by promoting operational best practices.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Documented customer interactions in internal database to maintain customer service history details.
- Efficiently processed returns and exchanges according to company policies while ensuring continued positive rapport with customers.
- Collaborated with cross-functional teams to ensure a seamless customer experience from start to finish.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Cross-trained and backed up other customer service managers.
- Gathered records pertinent to specific problems, reviewed for completeness and accuracy and attached records to correspondence as necessary.
- Conducted in-depth analyses of transaction data to identify patterns, trends, and potential fraud indicators.
Education
West Los Angeles College
Culver City, CASkills
- Database Management
- Remote Office Availability
- Fluid Knowledge of FreshDesk, ZenDesk, SalesForce, Jira, Teams, Slack, and etc
- De-Escalation Techniques
- Documentation and Recordkeeping
- Computer Proficiency
- Teamwork and Collaboration
- Project Management
Languages
Spanish
Professional Working
Timeline
Records Administrator
WASH Laundry
07.2023 - Current
Customer Experience Expert
Coinbase
02.2022 - 07.2022
Customer Experience Agent
Saucy
09.2020 - 10.2021
West Los Angeles College