Summary
Overview
Work History
Education
Skills
Timeline
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Vivianne Vil

Winter Garden,FL

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.

Overview

14
14
years of professional experience

Work History

Patient Care Advocate

Express Scripts
05.2023 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Assist members in understanding and maximizing their pharmacy benefits
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Process payments
  • Handle inbound calls from patients, physicians, providers, and clients

ESL Teacher

VIPKID
02.2018 - Current
  • Created and delivered engaging lesson plans to accommodate different learning styles.
  • Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
  • Coached students on English pronunciation and intonation for eloquent conversation.
  • Increased ESL students' reading levels by integrating online word games and altering lesson plans for students needing extra guidance.
  • Developed a welcoming classroom environment that encouraged cultural exchange between students from diverse backgrounds, fostering mutual understanding and respect among classmates.
  • Promoted critical thinking to build subject engagement and interaction.
  • Improved reading comprehension among struggling students through the use of diverse texts and guided discussions about main ideas, themes, and vocabulary.
  • Educated students in basics of English grammar and conversational speaking.

Server

Walt Disney World Company
08.2010 - 12.2022
  • Served food and beverages promptly with focused attention to customer needs.
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
  • Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
  • Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits.
  • Assist guests in planning their vacation at Disney and surrounding areas while incorporating personal experiences and general knowledge

Customer Service Representative

Amazon
04.2020 - 06.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Answer phone calls, emails, and chats from customers
  • Assist customers with refunds, replacements, and obtaining locker codes
  • Guide customers through placing orders

Tier 1 Employee

Amazon Warehouse
10.2019 - 03.2020
  • Enhanced warehouse efficiency by accurately packing and labeling products for shipment.
  • Added packed boxes to conveyor belts for movement to shipping stations.
  • Maintained a clean and safe work environment, adhering to established safety protocols and procedures.
  • Demonstrated flexibility during peak seasons by working extended hours or weekends when necessary.
  • Successfully met daily packing quotas while remaining focused on quality control measures throughout each shift.
  • Collaborated with supervisors regarding any discrepancies on pick lists or inventory concerns to ensure resolution.
  • Learned and followed warehouse safety protocols to prevent injuries and accidents.
  • Operated manual pallet jacks and forklifts to move and store materials.
  • Operated tape machines, scales and label printers to package items correctly.
  • Loaded merchandise into specific packages suited for product dimensions.
  • Loaded and unloaded trucks with products and packaging materials for delivery to and from facility.
  • Verified items packaged and address on boxes matched customer order invoices to avoid shipping errors.
  • Contributed to positive team dynamics through clear communication and collaborative problem-solving efforts.

Education

Bachelor of Arts - African American History

University of Illinois At Urbana-Champaign
Champaign, IL

Skills

  • Multitasking ability
  • Patient Care
  • HIPAA Compliance
  • Organizational Skills
  • Empathy Display
  • Verbal and written communication
  • Strong Work Ethic
  • Exceptional customer service
  • Safe Food Handling
  • Teamwork
  • Empathy and patience
  • Cross-cultural communication

Timeline

Patient Care Advocate

Express Scripts
05.2023 - Current

Customer Service Representative

Amazon
04.2020 - 06.2021

Tier 1 Employee

Amazon Warehouse
10.2019 - 03.2020

ESL Teacher

VIPKID
02.2018 - Current

Server

Walt Disney World Company
08.2010 - 12.2022

Bachelor of Arts - African American History

University of Illinois At Urbana-Champaign

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Vivianne Vil