Priscilla Ureta
Katy,TX
Summary
Customer service professional with 10 years of experience, including 2+ years of experience in call centers, 6+ years of sales experience, and 3+ years of experience in management and administration work. I am fluent in both English and Spanish, and able to provide support in both languages. I am looking to secure a position where I can fully utilize my experience in customer relation, keen attention to detail, exceptional typing speed, and commitment to accuracy.
Overview
10
10
years of professional experience
Work History
Personal Sabbatical
Family and Health Leave
03.2023 - Current
- Intentionally left the workforce to become my grandmother temporary caregiver and for health reasons.
- During this time aside from caring for my grandmother, I spent a few months freelancing in sales and doing volunteer work in Mexico.
Client Success Agent
National Debt Relief
10.2021 - 02.2023
- Managed high-volume inbound and outbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Review and obtain settlement approvals from clients
- Utilize client relationship management software (Salesforce) to facilitate the process of responding to customer calls and addressing customer concerns,
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provide support for account management processes and private banking operations including deposits, withdrawals, payment to creditors and any inquires about their account or program.
- Resolve customer inquiries/complaints with limited escalation. If required, escalate and direct clients to managers, team leads, and other departments as needed.
- Proactively verifying and submitting data through source documents
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
Customer Service Representative-Claims agent
Asurion
08.2020 - 07.2021
- Managing high volume of calls, identifying and resolving customers concerns, needs, or issue by filing claims.
- Write, distribute, collect, store, and maintain clients documents, personal information, and calls.
- Identify and de-escalate customers concerns to prioritize client retention.
- Receive and attached documents to proper clients accounts.
- Upsell products and inform customers of eligible offers.
- Scheduled repairs and set up replacements for the device reported in the claim.
- Communicated with appropriate departments or staff, including team leaders, repair center, and delivery partners.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Manager and Social media manager
Sacred leaf
05.2018 - 06.2021
- Worked with customers to help align them with the right product and routine that catered to their individual needs and requirements.
- Effectively cross-trained owners and employees at multiple locations to carry out operational directives with high productivity and hospitality.
- Assisted owners in coordinating onboarding and offboarding processes for new and departing employees.
- Supervised daily and weekly operations such as cash handling, maintaining a clear environment, and creating staff’s schedules.
- Placed inventory orders and oversaw correct restocking procedures to maintain operational output.
- Responsible for planning and organizing sampling events, and product's photography by working hand-in-hand stores owners.
- Monitored company's online social presence and responded appropriately to posts from customers and visitors, as well as developing techniques to increase page's visit, to promote brand building, and customer retention.
- Create, curate, and manage all published content such as images, video and written.
Receptionist/Social Media Manager
Vcare
05.2019 - 09.2019
- Kept reception area, as well as exam areas, equipment, and kennels cleaned to maintain a healthy and sterile environment
- Scan, review and attach documents to proper clients files
- Verified entered customer and account data by reviewing, correcting, deleting, or reentering data
- Answered telephone calls, and emails to field inquiries from clients, vendors and various other callers seeking information
- Organized and scheduled office meetings for a team of 4 professionals, effectively accommodating agendas
- Utilized techniques such as cold calling, networking and prospecting to develop new leads
- Planned and instituted social media marketing plans for the Doctor, as well as managing daily online marketing content to increase clinic's traffic.
- Created marketing content for social and email campaigns, including photography and copywriting.
Receptionist
Bubbles dog grooming
06.2014 - 08.2018
- Greeted pet owners and performed intakes to go over array of available services, outline costs and determine special needs of animal while in care
- As well ushered pets to holding kennels or group play area
- Maintained and updated daily log of payments, and services provided
- Answered calls and emails to field inquiries from clients
- Maintained reception area, kennels, rooms clean and sterile at all times
- Oversaw inventory activities, including materials monitoring, ordering or requisition and supply stocking or re-stocking
- Performed clerical and data entry functions within the organization database using applications such as Microsoft Word and Microsoft Excel
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization
Sales Associate
GUESS?. INC
11.2016 - 06.2017
- Provided primary customer support to internal and external customers to complete purchases, and locate items
- Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral
- Maintained organized, presentable merchandise to drive continuous sales
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue
- Applied security and loss prevention training toward recognizing risks and reducing store theft
Education
Bachelor of Arts - Business
Grand Canyon University
09.2027
Skills
- Proficient in Ms Office Applications
- Human resources
- Salesforce and Avaya
- 60 WPM with accuracy
- Bilingual in Spanish and English
- Data entry
- Team management
- Copywriting
- Social media management
- Troubleshooting and research
- Bookkeeping
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Personal Sabbatical
Family and Health Leave
03.2023 - Current
Client Success Agent
National Debt Relief
10.2021 - 02.2023
Customer Service Representative-Claims agent
Asurion
08.2020 - 07.2021
Receptionist/Social Media Manager
Vcare
05.2019 - 09.2019
Manager and Social media manager
Sacred leaf
05.2018 - 06.2021
Sales Associate
GUESS?. INC
11.2016 - 06.2017
Receptionist
Bubbles dog grooming
06.2014 - 08.2018
Bachelor of Arts - Business
Grand Canyon University
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