Pamela Mora Polanco
Groton
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
5
5
years of professional experience
Work History
Cleaning Supervisor
Cleaning Genies
06.2024 - Current
- Trained and mentored all new personnel to maximize quality of service and performance.
- Produced accurate and well planned health and safety risk assessments documenting safe work of cleaning staff.
- Established routine inspections to monitor standards of cleanliness and developed and implemented improvement methods to meet evolving business needs.
- Maintained adequate supplies of cleaning materials and equipment and placed orders to conserve stock levels.
- Trained and mentored new staff on cleaning and safety protocols.
- Maintained required records of work hours, budgets and payrolls.
- Increased employee performance through effective supervision and training.
- Completed schedules, shift reports, and other business documentation.
Customer Service Representative
Fidelis Care New York
11.2022 - 01.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Increased efficiency and team productivity by promoting operational best practices.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained high levels of professionalism by adhering to company policies and guidelines when interacting with customers.
Server
Morning Coffee Shop
02.2023 - 11.2023
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maximized table turnover rate by efficiently managing reservations and seating arrangements.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Served food and beverages promptly with focused attention to customer needs.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Answered customers' questions, recommended items, and recorded order information.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Processed orders and sent to kitchen employees for preparation.
Customer Service Representative
Healthfirst
04.2022 - 10.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online use, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
Costumer Service Representative
New York State Of Health
07.2019 - 03.2022
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Upheld strict quality control policies and procedures during customer interactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Made outbound calls to obtain account information.
- Involvement in specialized team in order to de-escalate inside issues
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
Education
High School Diploma -
Emma Lazarus High School
01.2019
Skills
- Fluent in Spanish
- Customer service
- Performance planning
- Time management
- Collaboration
- Medical terminology knowledge
- Decision-making
- Call center operations
- Client Relations
- Information Security
- Call triaging
Timeline
Cleaning Supervisor
Cleaning Genies
06.2024 - Current
Server
Morning Coffee Shop
02.2023 - 11.2023
Customer Service Representative
Fidelis Care New York
11.2022 - 01.2024
Customer Service Representative
Healthfirst
04.2022 - 10.2022
Costumer Service Representative
New York State Of Health
07.2019 - 03.2022
High School Diploma -
Emma Lazarus High School
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