Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Thayaneris Y. LUCERO

Summary

Dedicated and empathetic customer service specialist with over 10 years of experience delivering exceptional support across diverse industries, including retail, healthcare and remote service environments.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

Sam's Club
06.2024 - 03.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Nurse Assistant

Belvedere Commons Assisted Living
12.2024 - 03.2025
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Ensured continuity of care through effective handover communication between shifts, detailing critical information about each patient''s current status, recent changes in condition or treatment plans that may require special attention from incoming staff members taking over responsibility for their care upon arrival at work each day.
  • Supported patient mobility by transferring them from bed to chair or other locations using proper lifting techniques, reducing the risk of injury for both patients and staff members alike during such activities.
  • Assisted patients with activities of daily living, promoting independence and dignity.
  • Demonstrated strong teamwork skills when working alongside fellow nurse assistants, nurses, physicians and other healthcare professionals striving towards common goals centered around providing high-quality care tailored specifically towards meeting individual patient needs as they arise throughout course treatment process.
  • Maintained accurate documentation of patient records, contributing to efficient communication among healthcare team members.

Collection Specialist/ Customer Service Representative

Hexagono Call Center
05.2019 - 05.2022
  • Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
  • Worked in call center environment handling manual and automatically dialed outbound calls.

Customer Service Representative

Alorica Call Center
01.2013 - 12.2018
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Education

High School Diploma -

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Relationship building
  • Call center experience
  • Complaint handling
  • Payment processing
  • Client relations

Languages

English
Full Professional
Spanish
Native or Bilingual

Timeline

Nurse Assistant

Belvedere Commons Assisted Living
12.2024 - 03.2025

Customer Service Representative

Sam's Club
06.2024 - 03.2025

Collection Specialist/ Customer Service Representative

Hexagono Call Center
05.2019 - 05.2022

Customer Service Representative

Alorica Call Center
01.2013 - 12.2018

High School Diploma -

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Thayaneris Y. LUCERO