Yailine Gonzalez
El Paso,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Providing exceptional customer service through active listening and problem solving.
Overview
6
6
years of professional experience
Work History
Customer Experience Specialist
Teleperformance USA
05.2022 - Current
- Improved user experience by monitoring and addressing inappropriate content on social media platforms.
- Moderated sensitive and potentially offensive content to promote safe environment for users.
- Crossed trained in different departments to fulfill client needs.
- Meeting production numbers that client requested per hour.
- Attended regular team meetings to discuss challenges, successes, and goals for upcoming initiatives.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of policies.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Mobile Expert
T-Mobile
03.2021 - 03.2022
- Resolved customer complaints swiftly and professionally, ensuring a positive experience for all parties involved.
- Assisted customers in setting up new devices, transferring data, and troubleshooting technical issues as needed.
- Contributed to a positive work culture by actively participating in team meetings, sharing ideas, and supporting colleagues.
- Increased customer satisfaction by providing expert advice on mobile devices and plans.
- Boosted sales performance with personalized recommendations tailored to each customer's unique needs.
- Improved sales conversion rates by utilizing strong product knowledge and persuasive communication skills.
- Managed efficient cash register operations.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Customer Service Representative
David’s Bridal
10.2018 - 12.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained an organized, welcoming lobby area to create a positive first impression for visitors.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Enhanced customer satisfaction with timely and accurate appointment confirmations and reminders.
Media Assistant Intern
Dr. Any Lee Plastic Surgery
05.2019 - 07.2019
- Prepared examination rooms for patient visits, ensuring cleanliness and availability of necessary supplies.
- Obtained client medical history, medication information, symptoms, and allergies.
- Improved patient outcomes by accurately recording vital signs and communicating findings to the medical team.
- Welcomed patients and inquired about wellbeing since last treatment.
- Scheduled appointments and tests to coordinate patient care.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Organized paperwork such as charts and reports for office and patient needs.
- Helped patients complete necessary medical forms and documentation.
- Maintained current and accurate medical records for patients.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
Education
Certification - Medical Assisting
Western Technical College
El Paso, TX12.2019
High School Diploma -
Eastlake High School
El Paso, TX06.2018
Skills
- Customer Service
- Computer Skills
- Problem Resolution
- Time Management
- Multi-task
- Problem-solving abilities
- Critical Thinking
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Experience Specialist
Teleperformance USA
05.2022 - Current
Mobile Expert
T-Mobile
03.2021 - 03.2022
Media Assistant Intern
Dr. Any Lee Plastic Surgery
05.2019 - 07.2019
Customer Service Representative
David’s Bridal
10.2018 - 12.2019
Certification - Medical Assisting
Western Technical College
High School Diploma -
Eastlake High School
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