Thomas Cardona
Miami,FL
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
3
3
years of professional experience
Work History
Call Center Representative
Teleperformance
Fort Lauderdale, Florida
07.2024 - Current
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Attended regular training sessions on updates and changes within the industry or organization.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Answered incoming calls from clients and provided assistance with product inquiries, billing questions, and other client service related issues.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Processed auto loan payments, payoffs, forms, applications, and requests accurately and efficiently..
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Utilized knowledge base to answer inquiries from clients quickly and effectively.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every client.
- Answered, screened and processed high volume of up to 90 calls daily with call management system and web-based communications.
- Maintained strong call control and quickly worked through scripts to address problems.
- Updated clients accounts, addresses and contact information within call management databases.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Offered resolutions to de-escalate calls and solve clients issues.
- Navigated through computer systems to review information and respond appropriately to callers.
- Handled escalated client service concerns to preserve client satisfaction and maintain long-term business relationships.
- Resolved client inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted clients with inquiries and transactions to meet productivity goals and achieve profit growth.
- Engaged in conversation with clients to understand needs, resolve issues and answer product questions.
- Adjusted bills and refunded money to resolve clients' service or billing complaints.
Cashier
Home Depot
Doral, Florida
03.2022 - 07.2024
- Greeted customers and answered any questions they had about the store's products and services.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
- Answered customer inquiries regarding store policies and procedures.
- Balanced daily transactions on a computerized point-of-sale system.
- Conducted price checks for special orders or discounts as requested by customers.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Ensured compliance with all safety regulations within the store environment.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Adhered to loss prevention policies such as monitoring suspicious activity in order to prevent shoplifting.
- Followed company security procedures for handling large sums of money.
- Performed other duties as assigned by management.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Trained new team members in cash register operation, stock procedures and customer services.
- Remained aware of surroundings and secured cash to minimize loss potential.
Education
Some College (No Degree) - Information Technology
Miami Dade College
Doral, FLSkills
- Customer Service
- Technical Support
- Call Control
- Report Preparation
- Sales closing
- Payment Processing
- Account updating
- Complaint resolution
- Technical Troubleshooting
- Customer communications
- Resolving issues
- Customer Support
- Call Center Operations
- Answering questions
- Call handling
- System Documentation
- Call Center Customer Service
- Cash Handling
- Gathering information
- Data Gathering
- Product Knowledge
- Problem-solving skills
- Communicating with clients
- Analytical abilities
- Account Management
- Documentation And Reporting
- Verbal and written communication
- Fluent in English and Spanish
- Product Recommendations
- POS Systems
- Cash Register Operation
- Staff Training
- Money Handling
Affiliations
- Focus on personal health and wellness, enhancing physical and metal resilience through weight training and cardiovascular exercises.
- Chess is an hobby I enjoy that I regularly practice to improve my competitive settings, developing patience, discipline, and analytical abilities.
Languages
English
Professional
Spanish
Limited
Accomplishments
- In high school, in a library there was a chess tournament that I obtained 1st place in the intermediate tournament.
Timeline
Call Center Representative
Teleperformance
07.2024 - Current
Cashier
Home Depot
03.2022 - 07.2024
Some College (No Degree) - Information Technology
Miami Dade College
Similar Profiles
Tyquan AbsonTyquan Abson
Training Specialist at TeleperformanceTraining Specialist at Teleperformance
Neerajna SharmaNeerajna Sharma
Customer Service Executive at TeleperformanceCustomer Service Executive at Teleperformance
Shenel DunkleyShenel Dunkley
Call Centre Manager at TeleperformanceCall Centre Manager at Teleperformance