Naycha Arias
Glen Burnie,MD
Summary
With a proven track record at Automated Health Care System, I excel in multitasking and customer service excellence, enhancing satisfaction by adeptly managing high-volume calls and resolving complaints. My expertise in CRM and conflict resolution, coupled with a commitment to professionalism, significantly boosted team efficiency and customer loyalty.
Overview
5
5
years of professional experience
Work History
DHS Customer Service
Automated Health Care System
08.2024 - Current
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Assisted customers in navigating the company website or mobile app for self-service options when applicable.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
- Collaborated with team members to improve overall response times and service quality.
- Negotiated successful resolutions between customers and the company during disputes or disagreements.
- Enhanced customer experiences by providing timely and accurate information on products and services.
- Served as a liaison between customers and other departments within the organization, ensuring seamless coordination in addressing client needs.
- Developed rapport with customers through active listening and tailored assistance, fostering loyalty.
- Reduced wait times by implementing effective call routing strategies.
- Delivered personalized recommendations based on individual customer needs, driving sales growth.
- Streamlined communication processes for increased efficiency in addressing customer inquiries.
- Developed rapport with customers by actively listening and empathizing with their concerns.
- Enhanced customer loyalty by providing empathetic support and timely solutions to issues.
- Boosted customer retention, engaging in proactive outreach to address concerns.
- Streamlined customer service process, resulting in shorter wait times for customers.
- Monitored and analyzed customer service metrics to identify areas for improvement.
- Improved team efficiency with implementation of new CRM system.
- Led project to update FAQ section on company website, making information more accessible to customers.
- Collaborated with product development team to relay customer feedback, influencing future product enhancements.
- Resolved customer complaints, leading to increased satisfaction ratings.
- Facilitated smooth communication channels between customers and various departments, ensuring customer needs were promptly met.
- Contributed to positive work environment by consistently exceeding team goals through collaborative efforts.
- Optimized call handling procedures, allowing for more customer queries to be addressed in less time.
- Assisted customers in navigating company's products and services, enhancing their overall experience.
- Implemented feedback mechanisms, which led to significant improvements in service delivery.
- Developed and maintained strong relationships with clients to understand their needs better.
- Increased customer satisfaction, carefully listening to their feedback and making necessary adjustments.
- Played key role in developing customer loyalty program, which significantly improved customer engagement.
- Enhanced overall customer experience by adopting customer-first approach in all interactions.
- Delivered personalized customer service, fostering positive brand image.
- Conducted comprehensive training sessions for new hires, ensuring high level of service quality.
Cashier
McDonald's
09.2019 - 01.2025
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Scanner and Picker
DTLR
01.2024 - 05.2024
- Gathered, sorted and scanned documents to enter into computer system.
- Collaborated with team members to establish best practices for the scanning process, increasing overall productivity.
- Assisted in training new employees on scanner usage, contributing to a skilled workforce.
- Ensured timely completion of scanning projects by prioritizing tasks and following strict deadlines.
- Minimized errors through careful attention to detail during the document preparation process prior to scanning.
- Maintained high accuracy levels with thorough quality checks on scanned documents.
- Coordinated with other departments to ensure efficient transfer of scanned documents for further processing or archiving purposes.
- Enhanced scanning efficiency by implementing an optimized workflow, reducing processing time.
- Managed sensitive documents with confidentiality and discretion, adhering to company policies and regulations.
- Contributed to increased departmental efficiency by consistently meeting or exceeding established scanning quotas.
- Provided access to records for digital and non-digital storage and retrieval.
- Kept up-to-date with industry developments in scanning technology, recommending appropriate upgrades when necessary.
- Streamlined document management for improved organization and easy retrieval of information.
Amazon Delivery Driver
Amazon
08.2023 - 01.2024
Billing Clerk
Iris USA
01.2022 - 12.2022
- Executed billing tasks and recorded information in company databases.
- Verified accuracy of billing data and corrected discrepancies.
- Improved billing accuracy by diligently reviewing invoices and reconciling discrepancies.
- Managed high volume of invoices while maintaining attention to detail, resulting in improved financial accuracy.
- Handled account payments and provided information regarding outstanding balances.
- Assisted with month-end closing procedures, contributing to an organized and punctual financial reporting process.
- Interacted with customers to resolve billing disputes and respond to inquiries.
- Monitored outstanding invoices and performed collections duties.
- Maintained confidentiality of sensitive customer information by adhering to strict privacy guidelines, upholding the company''s reputation for professionalism in handling personal data.
- Demonstrated excellent time management skills by prioritizing tasks and meeting deadlines in a fast-paced, high-volume work environment.
- Managed invoicing and payment processing operations.
- Developed strong relationships with clients by providing exceptional customer service during phone calls or email communications regarding billing matters.
- Maintained up-to-date customer records with accurate contact information, ensuring timely invoice delivery.
- Processed customer invoices, credit memos and payments within established timelines.
- Maintained detailed records of customer payments and billing adjustments.
- Enhanced client satisfaction by promptly responding to inquiries and resolving billing issues professionally.
- Expedited payment collection by consistently following up on overdue accounts and sending payment reminders.
- Generated daily, weekly and monthly reports for billing department.
- Adapted quickly to changes in company policies or procedures, maintaining consistent performance levels during periods of transition.
- Entered and maintained billing information in company internal databases for accessibility.
Cab Driver
Latino Taxi
01.2020 - 01.2021
- Enhanced customer satisfaction by providing timely and efficient transportation services.
- Handled cash transactions accurately, providing change when necessary for smooth payment processing.
- Adhered to all traffic laws and regulations while operating the taxi cab, ensuring passenger safety at all times.
- Informed passengers of estimated arrival times, remaining in constant communication during transit delays or detours.
- Assisted passengers with luggage and other personal items, demonstrating exceptional customer service skills.
- Collaborated with fellow drivers to provide back-up support or coverage during peak hours or busy periods as needed.
- Supported company growth by promoting available services to passengers during trips or while waiting at popular pick-up locations.
- Managed trip logs to track mileage, fuel usage, and expenses for accurate record-keeping purposes.
- Navigated various routes with accuracy, using GPS and local knowledge to avoid traffic congestion.
- Developed strong relationships with clients through consistent punctuality and professional demeanor.
- Boosted customer convenience by offering multiple payment options including cashless transactions via mobile apps or credit cards.
- Increased repeat business through exceptional interpersonal skills and attentiveness to customer preferences.
- Fostered a welcoming atmosphere within the taxi cab through engaging conversation while respecting boundaries of passenger privacy.
- Prioritized passenger safety through vigilant monitoring of surrounding vehicles, pedestrians, cyclists, weather conditions.
- Streamlined route planning by staying up-to-date on current road conditions and construction projects affecting travel time efficiency.
- Safely transported customers with special needs, utilizing adaptive equipment when necessary to accommodate their requirements.
- Facilitated communication between dispatchers and drivers by relaying important information regarding scheduling changes or client requests.
Education
High School Diploma -
Malcolm X Shabazz High School
Newark New Jersey12.2010
Skills
- Call center experience
- Time management abilities
- Professionalism
- Multitasking Abilities
- Store maintenance
- Complaint resolution
- Professional telephone demeanor
- Stock management
- Customer service orientation
- Retail store support
- Staff education and training
- Multi-line phone talent
- Warehousing functions
- Recordkeeping strengths
- Problem-solving skills
- Problem-solving abilities
- Multitasking
- Reliability
- Customer service excellence
- Teamwork skills
- Stress Tolerance
- Customer Relationship Management
- Conflict Resolution
- Information Gathering
- Record-keeping
- Quality Assurance
- Billing Procedures
Languages
Spanish
Full Professional
Timeline
DHS Customer Service
Automated Health Care System
08.2024 - Current
Scanner and Picker
DTLR
01.2024 - 05.2024
Amazon Delivery Driver
Amazon
08.2023 - 01.2024
Billing Clerk
Iris USA
01.2022 - 12.2022
Cab Driver
Latino Taxi
01.2020 - 01.2021
Cashier
McDonald's
09.2019 - 01.2025
High School Diploma -
Malcolm X Shabazz High School
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