Nancy Linette Belen Villot
Jacksonville,FL
Summary
Proven customer service expert with a track record of enhancing customer satisfaction and retention at Walmart, adept in complaint handling and bilingual communication. Skillfully managed escalated calls and trained new employees, boosting team efficiency. Excelled in using spreadsheets for documentation, demonstrating a blend of technical and interpersonal skills to foster positive customer relations.
Overview
10
10
years of professional experience
Work History
Costumer Services
Ross Store Inc
06.2024 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
Leasing Agent
Helpful Citizens Inc
08.2022 - 08.2024
- Performed background, reference and credit checks as part of screening process of prospective tenants.
- Expedited the leasing process for prospective tenants by efficiently managing application paperwork and conducting background checks.
- Handled tenant communications by quickly responding to requests for maintenance and answering any questions or concerns.
- Toured property with prospective tenants and provided wealth of information in regards to its key features.
- Managed move-in process smoothly by coordinating schedules with new residents and ensuring all necessary documentation was completed accurately.
- Distributed and followed up on tenant renewal notices.
- Provided exceptional customer service when showing properties to prospects, leading to increased signed leases.
- Ensured compliance with fair housing laws and company policies to promote an inclusive and welcoming community for all residents.
- Used Software to keep record of financial transactions and rental applications.
- Collected monthly rent payments and other fees, always properly recording, and processing money.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Collected rent and tracked resident payments and information in computer system.
Costumer Services
Walmart
07.2014 - 02.2021
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Education
Ponce High School
Ponce,PRSkills
- Customer Service
- Good communication skills
- Customer Relations
- Call center experience
- Complaint Handling
- Problem Resolution
- Customer Retention
- Documentation
- Appointment Scheduling
- Money handling abilities
- Shipping procedures understanding
- Quality Control
- Order Fulfillment
- Delivery Scheduling
- Product Sales
- Payment Processing
- Order Processing
- Spreadsheets
- Bilingual Spanish / English
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Costumer Services
Ross Store Inc
06.2024 - Current
Leasing Agent
Helpful Citizens Inc
08.2022 - 08.2024
Costumer Services
Walmart
07.2014 - 02.2021
Ponce High School
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