Yadira Velez
Orlando,FL
Summary
Profesional and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
5
5
years of professional experience
Work History
Bilingual Customer Service Representative
Alliance One LLC
Orlando, FL
11.2022 - 11.2023
- Adapted quickly to new software tools, increasing efficiency in processing customer orders and inquiries.
- Maintained up-to-date knowledge of products and services, enabling effective assistance for diverse customer needs.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
Financiar Service Asistance
Amscot Financial Services
Orlando, FL
05.2022 - 11.2023
- Customer Service assistance in presences and by phone.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- check cashing and cash advance service
- free money orders and wire transfer
- General office task(copies,fax,answers calls)
- makes reminders appointment calls .
Bilingual Customer Service Representative
Sunpass Prepaid Program
Orlando
11.2023 - 12.2026
- Maintained knowledge of products and services to provide accurate information.
- Processed customer orders and transactions using CRM software.
- Collaborated with team members to enhance customer satisfaction levels.
- Assisted customers in both English and Spanish, addressing inquiries and resolving issues efficiently.
- Handled high-volume call queues while maintaining professionalism and empathy during customer interactions.
- Provided bilingual support to customers, ensuring clear communication and effective problem resolution.
- Maintained accurate records of customer interactions and transactions in CRM system.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Contributed to a reduction in customer complaints by quickly identifying and addressing root causes of dissatisfaction.
- Efficiently processed customer orders, returns, exchanges, and refunds according to established guidelines while maintaining accuracy and thoroughness.
- Identified and resolved discrepancies and errors in customer accounts.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Bilingual Customer Service Representative
PRTW LLC
Ocoee, FL
11.2023 - 12.2024
- Assisted customers in both English and Spanish, addressing inquiries and resolving issues efficiently.
- Utilized CRM systems to track customer interactions and ensure accurate follow-up on service requests.
- Collaborated with team members to enhance customer satisfaction through effective communication and problem-solving strategies.
- Provided product information and support, helping customers make informed decisions about purchases.
- Conducted follow-up calls to ensure resolution of issues, contributing to improved overall customer experience.
Education
No Degree - General Studies
Interamerican University
Puerto Rico 05-1999
High School Diploma -
Colegio Inmaculada Cocepcion
Santurce, PR01-1990
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
- Call center experience
- Computer proficiency
- Customer relationship management (CRM)
- Payment processing
- Microsoft outlook
Timeline
Bilingual Customer Service Representative
Sunpass Prepaid Program
11.2023 - 12.2026
Bilingual Customer Service Representative
PRTW LLC
11.2023 - 12.2024
Bilingual Customer Service Representative
Alliance One LLC
11.2022 - 11.2023
Financiar Service Asistance
Amscot Financial Services
05.2022 - 11.2023
No Degree - General Studies
Interamerican University
High School Diploma -
Colegio Inmaculada Cocepcion