Vanessa Ospina
Orlando,FL
Summary
Results-oriented Customer Services Representative always holds high level of professionalism and courtesy. Manages high-volume of inbound and outbound customer calls to assist callers with various issues. Talented Administrative skilled at completing daily assignments and contributing to team success.
Overview
18
18
years of professional experience
Work History
Administrative Assistant
TAXFORYOU INC
Orlando, FL
01.2022 - 03.2026
- TAX SEASON JOB.
- Track progress Updated databases and spreadsheets regularly to track progress.
- Confirmed appointments, communicated with clients, and updated clients' records.
- Answered questions and addressed, resolved, or escalated issues to management to satisfy customers.
- Corresponded with clients through email, telephone, or postal mail.
Collector II-Remote
Hilton Grand Vacation
Orlando, FL
04.2024 - 12.2024
- Handling/Collecting of the 60-day's delinquent accounts.
- Responded to customer request for products, services and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Worked in call center environment handing manual and automatically dialed outbound calls.
Reporting Analyst
Westgate Resorts
Ocoee, FL
04.2023 - 12.2023
- Prepare amortizations schedules using Microsoft Excel.
- Analyzing a costumer's loan history and determining proper allocation of funds between principal and interest.
- Mortgage modifications base on new loan terms.
- Complete and respond to issues in a timely manner.
Account Manager
Sky Light Roofing
Orlando, FL
05.2022 - 02.2023
- Worked as independent contractor providing new contracts and clients.
- Increased client satisfaction by building strong relationship and addressing their needs promptly.
- actively participated in networking events within the industry, expanding professional connections and generating leads.
- built relationships with customers and community to promote long term business growth.
Account Service & Collections Specialist
Westgate Resorts
Orlando, FL
02.2015 - 04.2022
- Communicate with owners by telephone to collect all past due monies owed on the account.
- Consistently improve customer satisfaction through expert resolution of conflicts, issues and concerns.
- Identify accounts that need additional research or ski tracing to be contacted and take necessary action.
- Use positive call skill drivers on every call.
- Responsible for complying with all Federal and State laws and regulations procedures.
Store Manager
McDonald's Oerther Foods
Orlando, FL
03.2008 - 08.2014
- Trained and guided team members to maintain high productivity and performance metrics.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Trained new employees on proper protocols and customer service standards.
- Managed inventory control, cash control, and store opening and closing procedures.
Education
High School Diploma -
Boone High School
Orlando, FL01-2008
Valencia College
Orlando, FLSkills
- Customer Services
- Account Reconciliation
- Customer and Client Relations
- PC Proficiency
- Product Knowledge
- Call center experience
language
Spanish - Native
English - Fluent
Timeline
Collector II-Remote
Hilton Grand Vacation
04.2024 - 12.2024
Reporting Analyst
Westgate Resorts
04.2023 - 12.2023
Account Manager
Sky Light Roofing
05.2022 - 02.2023
Administrative Assistant
TAXFORYOU INC
01.2022 - 03.2026
Account Service & Collections Specialist
Westgate Resorts
02.2015 - 04.2022
Store Manager
McDonald's Oerther Foods
03.2008 - 08.2014
High School Diploma -
Boone High School
Valencia College