Neify Perez Macias
Tempe,AZ
Summary
Motivated and customer-focused professional with over six years of experience in fast-paced environments, specializing in customer service, call handling, and package management. Adept at multitasking and problem-solving, with a strong ability to manage high call volumes while maintaining a friendly and empathetic demeanor. Seeking to bring my skills in customer support, communication, and administrative assistance to a dynamic team. Passionate about offering support, guidance, and providing meaningful service to individuals.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
United Postal Service – Phoenix Sky Harbor Airport
Phoenix, AZ
10.2018 - Current
- Manage inbound and outbound calls, addressing customer inquiries, tracking shipments, and resolving concerns efficiently.
- Provide accurate and timely information regarding package deliveries, ensuring customer satisfaction, and trust.
- Handle high call volumes professionally, demonstrating strong multitasking, and problem solving abilities.
- Assist customers with delivery concerns, service requests, and policy related questions.
- Process and update shipment records, ensuring accurate data entry and documentation.
- Collaborate with internal departments to resolve escalated issues, and improve service efficiency.
- Maintain detailed records of customer interactions, ensuring accuracy in reports and documentation.
- Train and mentor new employees, helping them develop customer service and communication skills.
- Demonstrate strong loyalty and commitment to company values, consistently meeting performance targets.
Customer Support Specialist
United Postal Service - Phoenix Sky Harbor Airport
Phoenix, AZ
06.2021 - Current
- Act as a liaison between customers and operational teams, ensuring smooth communication and resolution of service-related issues.
- Assist with lost or delayed package investigations, providing customers with timely updates and resolutions.
- Handle sensitive customer inquiries with discretion, professionalism, and problem-solving skills.
- Utilize customer service software to document interactions and streamline processes.
- Support internal teams with administrative tasks, including data entry, email correspondence, and reporting.
- Conduct follow-ups with customers to ensure satisfaction and improve service retention rates.
- Work closely with management to implement improvements based on customer feedback and service trends.
Customer Relations Associate
United Postal Service - Phoenix Sky Harbor Airport
Phoenix, AZ
08.2023 - Current
- Serve as a primary point of contact for customers with escalated concerns, ensuring timely resolution and satisfaction.
- Address customer complaints, providing appropriate solutions and alternatives within company guidelines.
- Monitor and track customer service trends, reporting key insights to management to improve overall experience.
- Assist with training sessions for new team members, sharing best practices for handling customer interactions.
- Coordinate with operational teams to resolve service disruptions and ensure smooth delivery processes.
- Maintain detailed documentation of customer interactions, contributing to process improvements and service enhancements.
Education
High School Diploma -
Tempe High School
Tempe, AZ05-2018
Skills
✔ Excellent verbal and written communication with a friendly, empathetic demeanor
✔ Strong customer service skills, ensuring positive interactions and client satisfaction
✔ Skilled in active listening, conflict resolution, and problem-solving
✔ Experienced in handling high call volumes efficiently while maintaining professionalism
✔ Highly organized and detail-oriented, capable of managing administrative tasks effectively
✔ Strong ability to multitask in high-pressure environments
✔ Dedicated and loyal to the company’s mission and values
✔ Proficient in data entry, record-keeping, and clerical support
✔ Adaptable to new technologies and customer service software
✔ Skilled at working independently and collaboratively within a team
Timeline
Customer Relations Associate
United Postal Service - Phoenix Sky Harbor Airport
08.2023 - Current
Customer Support Specialist
United Postal Service - Phoenix Sky Harbor Airport
06.2021 - Current
Customer Service Representative
United Postal Service – Phoenix Sky Harbor Airport
10.2018 - Current
High School Diploma -
Tempe High School
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