Mayra DeLeon
Kissimmee
Summary
Dynamic customer service professional with over 10 years of experience managing high call volumes and elevating customer satisfaction through exceptional communication and proactive problem-solving. Proven track record in streamlining processes and enhancing service protocols, resulting in increased efficiency and higher retention rates. Expertise in data analysis, time management, and conflict resolution, complemented by a strong commitment to fostering a collaborative team environment and optimizing the overall customer experience. Passionate about driving continuous improvement and delivering outstanding service in fast-paced settings.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Health Connector
Kissimmee, FL
07.2025 - Current
- Addressed customer inquiries with efficiency, fostering high satisfaction levels.
- Executed process enhancements to optimize service delivery efficiency.
- Facilitated collaboration among cross-functional teams to resolve complex client issues.
- Oversaw high-stress situations, ensuring professionalism and effective conflict resolution.
Roadside Assistance Dispatcher
AAA Northeast
09.2024 - 05.2025
- Coordinated timely roadside assistance response for diverse customer needs.
- Utilized dispatch software to track service calls and optimize resource allocation.
- Enhanced customer satisfaction by promptly addressing and resolving roadside assistance requests.
- Utilized GPS technology to accurately locate stranded motorists, expediting the assistance process.
Customer Service Representative Manager
MassHealth
Springfield Ma
11.2020 - 08.2024
- Led customer service team in resolving complex issues, enhancing overall client satisfaction.
- Analyzed customer feedback data to identify trends and improve response strategies.
- Enhanced team productivity by implementing effective training programs tailored to individual needs.
- Managed escalated cases effectively to achieve timely resolutions while maintaining professionalism under pressure.
Front Desk Receptionist
Baystate Health
Springfield Ma
01.2015 - 09.2020
- Implemented a digital appointment scheduling system for improved time management.
- Resolved guest inquiries and complaints with a focus on customer satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
Education
associate -
Springfield Technical Community College
06-2025
Skills
- Time Management
- Adaptability
- Service Excellence
- Customer Retention
- Data entry
- Call center management
- Complaint handling
Languages
spanish
Proficient
Timeline
Customer Service Representative
Health Connector
07.2025 - Current
Roadside Assistance Dispatcher
AAA Northeast
09.2024 - 05.2025
Customer Service Representative Manager
MassHealth
11.2020 - 08.2024
Front Desk Receptionist
Baystate Health
01.2015 - 09.2020
associate -
Springfield Technical Community College