Vanessa Otero
Grovetown,GA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
10
10
years of professional experience
Work History
Learning Specialist
Foundever
07.2019 - Current
- Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery.
- Prepared instructional materials for group and one-on-one use to comply with established curriculum.
- Maintained inclusive learning environment to enable agents to gain maximum benefit from lessons.
- Supported student learning needs and provided individualized guidance to promote academic goal-achievement.
- Led small group sessions to help agents review and practice concepts.
- Facilitated agent engagement and collaboration to enhance classroom learning.
- Monitored progress of agents and adjusted instructional strategies to meet specific needs more efficiently.
- Developed and maintained positive, productive relationship with agents.
- Supported interaction between agents during group work activities using guided conversation.
- Maintained agents timecards.
Coach
Sitel
07.2018 - 07.2019
- Utilized positive communication to encourage team and promote integrity and respect.
- Monitored team practices to establish high level of performance.
- Analyzed and evaluated team performance metrics to identify areas of improvement.
- Assessed strengths and weaknesses of opponents to develop valuable techniques and increase preparedness.
- Developed and maintained network of professional resources to refer clients to.
- Assisted clients with developing strategies to manage stress and increase productivity.
- Developed and delivered presentations to educate clients on topics related to coaching.
- Encouraged clients to find creative solutions to problems and maintain motivation.
Customer Service Representative
NIIT Technologies
01.2018 - 09.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Ecommerce Marketing Manager
Regency Furniture Corp.
11.2017 - 07.2018
- Created and managed social media campaigns to increase brand engagement.
- Conducted market research to identify new opportunities and target markets.
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
- Continually maintained and improved company's reputation and positive image in markets served.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
- Coordinated with design and media teams to develop high-quality creative assets.
- Devised content strategy to effectively engage target audiences.
- Launched successful digital marketing campaigns that achieved goals for increased website traffic.
Customer Service Representative
MAU Workforce
05.2016 - 11.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- 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.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Customer Service Representative
Teleperformance
10.2013 - 06.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- 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.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
Education
No Degree - Pharmacy Technology
Ashworth College
Norcross, GAHigh School Diploma -
Gov. Thomas Johnson High School
Frederick, MD06.2014
Skills
- Distance Learning Resources
- E-Learning
- Learning Management System (LMS)
- Team Collaboration
- Personalized Support
- Orientation Sessions
- Learning Metrics
- Social Skills Group Leadership
- Special Projects
- Individualized Lesson Plans
- Providing Feedback
- Learning Techniques
- Curriculum Planning
- Administrative Support
- Project Management Abilities
- Calendaring
- Closing Sales
- Microsoft Excel
- Call Center Operations
- Critical Thinking
- Administrative and Office Support
- Customer Support
- Microsoft Office
- Client Meetings
- Strategic Initiatives
- Professional Correspondence
- Staff Support
- Professional Development
- Campaign Optimization
Timeline
Learning Specialist
Foundever
07.2019 - Current
Coach
Sitel
07.2018 - 07.2019
Customer Service Representative
NIIT Technologies
01.2018 - 09.2018
Ecommerce Marketing Manager
Regency Furniture Corp.
11.2017 - 07.2018
Customer Service Representative
MAU Workforce
05.2016 - 11.2017
Customer Service Representative
Teleperformance
10.2013 - 06.2016
No Degree - Pharmacy Technology
Ashworth College
High School Diploma -
Gov. Thomas Johnson High School
Similar Profiles
Angela MorganAngela Morgan
Customer Service Representative at FOUNDEVERCustomer Service Representative at FOUNDEVER
Matthew Salazar BedoyaMatthew Salazar Bedoya
Agent at FoundeverAgent at Foundever
Tyler StephensTyler Stephens
Credit Card Specialist at FoundeverCredit Card Specialist at Foundever
Latrina LillyLatrina Lilly
Customer service rep Inbound 1 at FoundeverCustomer service rep Inbound 1 at Foundever
Benjamin McCrayBenjamin McCray
Officer Manager/Security Manager at U.S. Navy, Active DutyOfficer Manager/Security Manager at U.S. Navy, Active Duty