Roxana Orellana
Calera
Summary
Dynamic customer service leader with a proven track record at Nestle, excelling in staff management and complex problem-solving. Adept at enhancing customer experience and driving team performance through effective coaching and training. Proficient in Salesforce, I consistently deliver superior service while fostering a collaborative work environment.
Overview
17
17
years of professional experience
Work History
Supervisor Customer Service
Nestle Health Science
05.2022 - 01.2026
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints and resolved issues,
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives, and communication goals.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed effective improvement plans in alignment with goals and specifications.
- Worked together with other departments to ensure quality service.
- Worked on UPS to ensure we entered claims and were paid for missing/damaged packages.
- Worked on social media and answered all comments/direct messages from our customers.
Coordinator Customer Service
Puritan's Pride/Nestle Health Science
04.2019 - 05.2022
- Participated in workshops and in-service meetings to enhance personal growth and professional development.
- Gathered and organized materials to support operations.
- Coordinate with supervisors/managers on day to day tasks.
- Took escalated calls from our front line agents.
- Answered regular customer service and sales calls.
- Answered emails from our customers.
- Answered live chats from our customers.
- Worked on UPS to ensure we entered claims and were paid for missing/damaged packages.
- Worked on social media and answered all comments/direct messages from our customers.
Coordinator Customer Facing Quality
Puritan's Pride/Nestle Health Science
10.2017 - 04.2019
- Coached employees through day-to-day work and complex problems.
- Entered data, generated reports, and produced tracking documents.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Gathered and organized materials to support operations.
- Prepared agendas and took notes at meetings to archive proceedings.
- Provided quality feedback to supervisors.
- Scored representative incoming/outgoing calls
- Assisted with trainings and development of representatives.
- Handled incoming calls and emails.
Associate Customer Service
Puritan's Pride/Nestle Health Science
01.2015 - 10.2017
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
Technician LPN
Aesthetic Medical Network
10.2012 - 12.2014
- Organized work to meet demanding production goals.
- Maintained treatment rooms and workstations in compliance with OSHA standards to deliver safe and therapeutic experiences.
- Recommended follow-up visits and additional services and products to help clients pursue wellness goals.
- Built strong relationships with customers to drive repeat business.
- Examined and analyzed clients' skin to evaluate skin conditions and provide skin care recommendations.
- Customized facial and body treatments to craft personalized sessions and recommended home care regimen to achieve desired results.
- Sold products and additional services while rendering treatments to cross-promote other areas of practice.
- Discussed procedures and treatment options with clients.
- Educated guests on current promotions, events and services within store or salon.
- Executed laser hair removal and microdermabrasion procedures.
- Explained benefits of skin care products to clients.
- Handled busy schedules and stayed on top of key deadlines.
- Recommended and performed microdermabrasion, peels and laser treatments.
Customer Service Representative
Best Buy Inc
11.2011 - 09.2012
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
Laser Technician LPN
Perfect Body
05.2009 - 11.2011
- Maintained treatment rooms and workstations in compliance with OSHA standards to deliver safe and therapeutic experiences.
- Recommended follow-up visits and additional services and products to help clients pursue wellness goals.
- Built strong relationships with customers to drive repeat business.
- Participated in and helped organize events to promote brand image and awareness and maximize sales.
Education
High School Diploma -
Brentwood High School
Brentwood, NYLPN - Nursing
Western Suffolk BOCES
Northport, NYSkills
- Staff management and discipline
- Goal orientation
- Complex problem solving
- Training and mentoring
- Microsoft Office proficiency
- Shipedge expertise
- Salesforce proficiency
- Active listening
- Employee motivation
- Customer service excellence
- Decision making
- Critical thinking
- Team building
- Quality assurance
- Performance evaluation
- Customer experience enhancement
- Leadership skills
- Escalation handling
- Employee coaching
- Effective communication
- Team collaboration
- Conflict resolution
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Supervisor Customer Service
Nestle Health Science
05.2022 - 01.2026
Coordinator Customer Service
Puritan's Pride/Nestle Health Science
04.2019 - 05.2022
Coordinator Customer Facing Quality
Puritan's Pride/Nestle Health Science
10.2017 - 04.2019
Associate Customer Service
Puritan's Pride/Nestle Health Science
01.2015 - 10.2017
Technician LPN
Aesthetic Medical Network
10.2012 - 12.2014
Customer Service Representative
Best Buy Inc
11.2011 - 09.2012
Laser Technician LPN
Perfect Body
05.2009 - 11.2011
High School Diploma -
Brentwood High School
LPN - Nursing
Western Suffolk BOCES