NILSA ROJAS
Brentwood,New York
Summary
Customer Service Professional with over 8 years' experience in corporate and call center environments. Strengths in analytical and negotiation skills for resolving discrepancies. Knowledge of customer service practices and principles. Team player able to troubleshoot and manage multiple accounts efficiently.
Overview
17
17
years of professional experience
Work History
Front Desk Receptionist
Jakes 58
02.2024 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Organized and maintained files and records to ensure up-to-date documentation.
- Enhanced team knowledge by sharing best practices in customer service and front desk operations during meetings.
- Greeted visitors warmly, creating positive first impression of organization.
Call Center Representative for UPS
Conduent
08.2019 - 08.2022
- Handled inbound and outbound high call volume to process shipments and status of packages
- Provided outstanding and courteous customer service at all times ensuring excellent service
- Effectively diffused conflict resolution issues with frustrated customers while maintaining the highest standards in customer service
- Researched inquiries on a regular basis
- Worked independently and within a fast paced team environment to reach and exceed quota
- Resolved customer concerns by listening, identifying problems, and taking corrective actions.
Call Center Representative for Time Warner Cable and Target
24/7 AI
08.2014 - 04.2019
- Responded to incoming calls and online inquiries regarding account issues, product questions, and order tracking
- Processed credit card payments and managed accounts
- Worked in a fast-paced inbound/outbound call center processing customer and sales representative requests for order entries, returns, credit issuance, tracking, delivery and invoicing in a timely manner via phone, internet, email and fax
- Compiled and maintained accurate billing and accounts payable
- Assisted customers in creating profile accounts and updated information
- Communicated processes and procedures for customers while also explaining applicable coverages
- Analyzed and determined services utilizing claims best practices
- Used analytical and investigative skills to obtain relevant information to resolve disputes.
English Professor
Colegio Ciencia Y Arte
01.2008 - 10.2013
- Evaluated student progress through regular assessments, providing constructive feedback for individual improvement.
- Designed and developed instructional activities using data from student learning style assessments.
- Initiated, facilitated and moderated classroom discussions for college-level English students.
- Planned, prepared and delivered lessons on American literature, British literature and grammar to [Number] students daily.
Education
Bachelor of Education -
Universidad de San Carlos De Guatemala
01.2011
Skills
- Demonstrated ability to accurately perform high volume data input/data entry
- Adept at providing administrative support with heavy phone volume and general public interaction
- Excellent coordinating and appointment scheduling skills with attention to detail and accuracy
- Possess excellent communication skills, interpersonal, organizational and problem solving skills
- Multifaceted and flexible to provide support and labor in different departments as needed
- Strong record of success in troubleshooting and problem resolution
- Customer Service
- Cash Handling
- Telephone Etiquette
- Team Collaboration
- Scheduling
- Appointment Scheduling
- Administrative Skills
- Scheduling appointments
- Hospitality services
- Front Office Management
- Sensitive information handling
- Work Prioritization
Languages
English
Professional Working
Spanish
Native or Bilingual
Timeline
Front Desk Receptionist
Jakes 58
02.2024 - Current
Call Center Representative for UPS
Conduent
08.2019 - 08.2022
Call Center Representative for Time Warner Cable and Target
24/7 AI
08.2014 - 04.2019
English Professor
Colegio Ciencia Y Arte
01.2008 - 10.2013
Bachelor of Education -
Universidad de San Carlos De Guatemala
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