Veronica Rivera-Ramirez
Cincinnati,OH
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment ending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Knowledgeable with comprehensive background in customer service coordination. Adept at streamlining processes to improve client satisfaction and operational efficiency. Demonstrated ability to resolve complex issues and foster productive team environments.
Overview
5
5
years of professional experience
Work History
Customer Service Coordinator II- FTL
Total Quality Logistics Inc.
07.2023 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Coordinated logistics for customer orders.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Participated in company-wide initiatives aimed at enhancing the overall customer experience.
- Collaborated with cross-functional teams to identify areas of improvement and implement effective solutions.
- Developed and implemented new customer service protocols, resulting in improved resolution rates and customer feedback.
- Took ownership of customer issues and followed problems through to resolution.
Bilingual Logistic Support
Total Quality Logistics Inc.
07.2022 - 06.2023
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshot errors.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Promoted efficiency among departments with prompt resolution of system issues.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Documented support interactions for future reference.
- Managed high levels of call flow and responded to technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Bilingual Carrier Services
Total Quality Logistics Inc.
10.2020 - 06.2022
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Maintained excellent attendance record, consistently arriving to work on time.
- Handled more than 100 calls per day to address customer inquiries and concerns.
- Exceeded goals through effective task prioritization and great work ethic.
Education
Psychology
Sistema Universitario Ana G. Mendez: Universidad Ana G. Mendez - Campus Virtual
San Juan, PRSkills
- Issue troubleshooting
- Meticulous attention to detail
- Application support
- Videoconferencing
- Account management
- Customer focus
- Documentation skills
- Microsoft outlook, word, and Excel
Languages
Spanish
English
Personal Information
Title: Bilingual Logistic Support
Languages
Spanish
English
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Coordinator II- FTL
Total Quality Logistics Inc.
07.2023 - Current
Bilingual Logistic Support
Total Quality Logistics Inc.
07.2022 - 06.2023
Bilingual Carrier Services
Total Quality Logistics Inc.
10.2020 - 06.2022
Psychology
Sistema Universitario Ana G. Mendez: Universidad Ana G. Mendez - Campus Virtual
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