Milagros Pereira
Indianapolis,IN
Summary
Cheerful and upbeat professional with history of exceeding customer service expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, communication, and focused. Trained in connecting with customers to build positive relationships, and strengthen loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities.
Overview
19
19
years of professional experience
Work History
Phone Agent
AllPaid
11.2023 - Current
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Delivered prompt service to prioritize customer needs.
Family Nanny
The Denagnon Family
03.2020 - 11.2023
- Promoted good behavior by using positive reinforcement techniques, such as praise and rewards.
- Supervised children on playground to help develop physical and social skills.
- Assisted with light housekeeping duties as well as running errands.
- Prepared healthy, age-appropriate snacks and meals.
- Created an enjoyable atmosphere during babysitting sessions through storytelling, games, and music.
Customer Service Representative
EAP Program
04.2019 - 03.2020
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
Quality Control Inspector
FedEx
10.2016 - 04.2019
- Checked facilities for compliance with sanitation and disposal procedures as part of comprehensive inspections.
- Collaborated with production staff to establish and meet quality standards
- Assisted management in developing and maintaining a robust quality management system that consistently met or exceeded industry standards.
- Participated in team meetings to discuss progress and results, providing ideas and suggestions for improvement.
Inspector in Quality Assurance and Quality Control
AT&T
07.2015 - 09.2016
- Inspected items and compared against standards to meet regulatory requirements.
- Maintained accurate records of all quality control activities, ensuring easy retrieval for audits or management inquiries.
- Tracked and analyzed product quality data to identify trends and insights.
- Created testing protocols to be used across product lines.
- Reported problems and concerns to management.
Coordinator
Prologistics Employment
09.2013 - 06.2015
- Monitored market trends and competitor activities to stay informed about industry developments and maintain a competitive advantage for the branch office.
- Launched new training program to boost employee skills and staff retention rate.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
Front Office Coordinator
BRI Staffing
01.2013 - 07.2013
- Increased customer service success rates by quickly resolving issues.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events.
- Responded to inquiries from callers seeking information.
Customer Service Representative/Cashier
Hertz Rental Car
05.2011 - 01.2013
- As a car rental agent I provide support to people who need to rent a vehicle for a short period of time
- Handling paperwork, collecting payments, greeting customers, taking phone calls ,solving complaints, and checking car condition when return.
- Drafted and reviewed lease agreements to lay out terms and conditions of rental and protect owner and renter rights.
- Increased customer satisfaction by providing personalized rental suggestions based on client needs and preferences.
Customer Service Representative
Kibby's Communications
08.2007 - 05.2011
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Reduced callback frequency by thoroughly addressing all customer concerns during initial interactions.
Call Center Customer Service Representative
AAA Emergency Roadside Assistance
08.2005 - 09.2007
- Towing services for disabled or stranded vehicles
- Talking to customers over the phone in a call center environment, as well as signing them up to new memberships
- Answering inbound calls from stranded motorists and calling for dispatched
- Processed debit and credit card and electronic check payments.
Education
No Degree - Business Administration
Maricopa Community Colleges - Scottsdale Community College
Scottsdale, AZ03.1994
High School Diploma -
Ponce High School
Ponce, Puerto Rico06.1989
Skills
- 25 wpm Typing Speed
- Fluent in Spanish
- Logging call information
- CRM Software
- Data Gathering
- System Documentation
- Customer Data Confidentiality
- Multi-line phone talent
- Stress Tolerance
- Customer Account Management
Writing, Blogging
I just blog informational website consisting of discrete, often informal diary-style text entries. I have been working on my book for quit some time now, the story of a my life... I am the author, and also the main character of the story.
Timeline
Phone Agent
AllPaid
11.2023 - Current
Family Nanny
The Denagnon Family
03.2020 - 11.2023
Customer Service Representative
EAP Program
04.2019 - 03.2020
Quality Control Inspector
FedEx
10.2016 - 04.2019
Inspector in Quality Assurance and Quality Control
AT&T
07.2015 - 09.2016
Coordinator
Prologistics Employment
09.2013 - 06.2015
Front Office Coordinator
BRI Staffing
01.2013 - 07.2013
Customer Service Representative/Cashier
Hertz Rental Car
05.2011 - 01.2013
Customer Service Representative
Kibby's Communications
08.2007 - 05.2011
Call Center Customer Service Representative
AAA Emergency Roadside Assistance
08.2005 - 09.2007
No Degree - Business Administration
Maricopa Community Colleges - Scottsdale Community College
High School Diploma -
Ponce High School