Vitmary Feliz
Raleigh,NC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Business industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Commercial Outbound Customer Service Executive
Jrich Trucking LLC
Raleigh, NC
06.2018 - Current
- Tracked results of various promotional campaigns by gathering feedback from customers and recommended areas of improvement.
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Marketed additional products and services complementing customers' current offerings and adding value.
- Monitored phone, fax and electronic database systems for incoming customer inquiries.
- Directed team of 10 supervisors and managers to enhance across-the-board customer support and better meet company service demands.
- Maintained financial accounts by processing customer adjustments.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Resolved routes issues over phone with 10 customers daily.
- Trained staff on operating procedures and company services.
- Delivered excellent customer service, resulting in consistent 100 % customer satisfaction rating.
Translator and Interpreter
Quality Care Solutions Inc
Raleigh, NC
01.2019 - 02.2021
- Replicated flow, style and overall meaning of original texts.
- Conferred with subject matter experts and other colleagues to establish precise understanding of specialized concepts.
- Consulted specialized dictionaries, thesauruses and reference books to identify closest equivalents for nuanced terminology, words and phrases.
- Applied cultural understanding to discern specific meanings beyond literal written words.
- Communicated effectively with clients to establish scope and requirements of translation, following up after submission of work to confirm satisfaction and understanding.
- Translated documents in English and Spanish.
- Reviewed final works to spot and correct errors in punctuation, grammar and translation.
- Attended consumer meetings to provide accurate consecutive translations of conversations between members.
- Attended training programs to improve professional knowledge and interpretation skills.
- Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
- Stayed current on new expressions and cultural changes impacting language translation.
Administrative Assistant
R. Pulley Trucking LLC
Raleigh, NC
03.2016 - 07.2018
- Coordinated travel arrangements by booking airfare, hotel and ground transportation.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Created PowerPoint presentations for business development purposes.
- Supported room reservations, agenda preparation and calendar maintenance for programs, meetings and events.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Coached new employees on administrative procedures, company policies and performance standards.
- Processed invoices and expenses using QuickBooks to facilitate on-time payment.
- Organized weekly staff meetings and logged minutes for corporate records.
Education
Bachelor of Science - Accounting And Business Management
Universidad Tecnologica De Santiago
Santiago, Dominican Republic06.2008
Skills
- Customer Data Confidentiality
- Understanding Customer Needs
- De-escalation Techniques
- Responding to Difficult Customers
- Multitasking and Prioritization
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- Inbound and Outbound Calling
- Business Development
- Establishing and Maintaining Customer Relationships
- Invoice Preparation and Processing
- Excellent Attention to Detail
- Proactive Self-Starter
- Computer Proficiency
- Strong Analytical and Problem Solving Skills
- Microsoft Exchange
Certification
- Certified Tax preparer, H&R Block.
- Certified Peer Support Specialist.
Languages
Spanish
Native or Bilingual
Timeline
Translator and Interpreter
Quality Care Solutions Inc
01.2019 - 02.2021
Commercial Outbound Customer Service Executive
Jrich Trucking LLC
06.2018 - Current
Administrative Assistant
R. Pulley Trucking LLC
03.2016 - 07.2018
Bachelor of Science - Accounting And Business Management
Universidad Tecnologica De Santiago
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