YAHAIRA PAULINO SEVERINO
Douglas,MA
Summary
Professional and experienced center associate equipped to excel in this role. Skilled in customer service, administrative tasks, and operational support with strong focus on team collaboration and achieving results. Adept at handling changing needs with flexibility and reliability, ensuring seamless workflow and client satisfaction. Known for effective communication, organization, and problem-solving abilities.
Overview
20
20
years of professional experience
Work History
Customer Center Associate
MBTA
12.2024 - Current
- Organized and communicated travel schedules and itineraries to enhance customer experience.
- Provided updates on issue resolution status to ensure stakeholder awareness and engagement.
- Engaged with MBTA departments to identify and resolve operational challenges promptly.
- Utilized CRM tools (Iris/Heat) to ensure proper documentation of issues and inquiries, facilitating efficient routing to appropriate departments for timely resolution.
Fleer Service Crew Chief
American Airlines
02.2022 - Current
- Directed team of fleet agents to guarantee timely departures and uphold safety standards.
- Guided junior staff to elevate team performance and foster skill development.
- Executed process improvements to enhance operational efficiency and reduce turnaround times.
- Led team operations in alignment with company standards and compliance requirements.
Client Service Representative
Enservio
02.2009 - 02.2022
- Entering personal claim info
- Evaluating personal property damage
- Live chat assistance
- Replacement services
- Activating payment card Credit card payments
- EFT Transfers assistance
Customer Account Executive
Comcast
09.2005 - 02.2009
- Answering over 40 calls daily
- Data entry
- Customer relations
- Prevented customers from ending or downgrading services
Education
High School Diploma - General Studies
Lynn Classical High School
Lynn, MA2001
Skills
- Bilingual
- Microsoft office, including words, outlook
- Excel
- Salesforce
- Zendesk
- Cash handling
- Credit
- Customer relations
- Data entry
- Filing
Languages
Spanish
Native or Bilingual
Timeline
Customer Center Associate
MBTA
12.2024 - Current
Fleer Service Crew Chief
American Airlines
02.2022 - Current
Client Service Representative
Enservio
02.2009 - 02.2022
Customer Account Executive
Comcast
09.2005 - 02.2009
High School Diploma - General Studies
Lynn Classical High School