Yailyn Nivar
Philadelphia,PA
Summary
Solution-oriented and seasoned professional with 9 years of experience in client success. Searching for a long-term position with opportunities for advancement. Eager to gain new skills while being able to sharpen and utilize current skills. A versatile collaborator who encourages and values advise, guidance and constructive criticism.
Overview
4
4
years of professional experience
Work History
Bilingual Debt Specialist/Client Service Retention
JG Wentworth
07.2023 - Current
- Effectively managed client and prospect accounts through Salesforce. Upheld detailed records of client interactions, ensuring accurate information. Offered tailored solutions and personalized support while maintaining 100% client satisfaction rate.
- Conducted an average of 70 inbound/outbound calls daily using Five9 cloud contact center software. Maintained handling times under 6 minutes, significantly reducing client wait times. Established credibility as a reliable consultant by regularly delivering on promises. Contributed to exceptional company ratings by sustaining confidentiality and showcasing empathy and understanding for clients' financial challenges.
- Sought successful resolutions to maintain quality client relations and company reputation by collaborated with legal counsel on escalated client cases that required litigation. Assessed creditor settlements to identify potential risks and implemented proper measures for prevention to fulfill client needs.
- Oversaw client retention by negotiating payment plans, creditor list selections, and reviewing company goals and achievements. Prioritized escalated complaints preserving over $500,000 in company revenue.
- Completed monthly training sessions to improve skills and productivity, including but not limited: reviewing cancellation rebuttals, enrollment guidelines, negotiation strategies, legal representation, creditor information and loan eligibility. Contributed valuable insight during team meetings taking into account client complaints and feedback to improve overall company performance and client satisfaction.
Bilingual Customer Service Team Lead
Walmart
09.2020 - 05.2023
- Contributed to successful company outcomes by leading a team of 8-9 employees at a time while analyzing and addressing team changes and conflicts. Coordinated team schedule, delegated tasks and monitored collaborative as well as individual progress. Evaluated performance regularly, offering constructive feedback when necessary helping reduce customer escalations and improving employee retention.
- Trained over 20 employees individually on all front-end store operations. Identified learning necessities and conducted training sessions including roleplaying, job rotation, shadowing, and hands-on practice. Coached team members on thorough customer service procedures, ensuring competent and savvy peers who exceeded company performance benchmarks.
- Supported and guided front-end team members on navigating challenging customer interactions and planning ahead for satisfactory resolutions. Contributed to the usage of proper de-escalation techniques and better customer service, ensuring superb store ratings.
- Acquired full knowledge of Capital One Walmart credit card. Reviewed the benefits and rewards including cash back, fraud coverage, and travel redemption offered through Walmart and Capital One's partnership. Enrolled over 60 new costumers for store credit card, contributing to company revenue and amplifying sales.
- Executed restrictions of any unlawful alcohol purchase by those inebriated and/or underage. Analyzed, collected, and reported counterfeit currency alongside the Asset Protection Specialists. Collected front-forged identification for the Potsdam Police Department, enforcing company guidelines and state laws while ensuring customer, company, and county safety.
Education
Bachelor of Arts - Communication, Business Administration
State University of New York At Potsdam
Potsdam, NYSkills
- SalesForce
- Statistical Data Analysis
- Microsoft Office
- Effective Negotiation
- Microsoft Teams
- Deadline Management
- Zoom
- Employee Development
- Efficient Data Management
- Client Account Oversight
- Google Meet
- Flexible Problem Solving
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Bilingual Debt Specialist/Client Service Retention
JG Wentworth
07.2023 - Current
Bilingual Customer Service Team Lead
Walmart
09.2020 - 05.2023
Bachelor of Arts - Communication, Business Administration
State University of New York At Potsdam
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