Yanel Adame
El Paso,TX
Summary
Seasoned Service Manager bringing 7+ years of Customer Service experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. Flexible hard worker ready to learn and contribute to team success.
Overview
13
13
years of professional experience
Work History
Service Manager
Alorica
El Paso, TX
09.2017 - Current
- Planned and implemented solutions for technical problems such as network down, phone lines down, new service connections etc.
- Document interactions with customers in reports for later summary and analysis in bi-yearly Stewardship presentations.
- Monitored product quality and communicated necessary improvements to customers.
- Provide customers with product information and availability, estimated time of arrival of goods and product recommendation.
- Deliver prompt, professional solutions for customer inquiries and offer available solutions/next best steps of action.
- Maintain a good and professional bond with customers.
- Managed 17 corporations and companies
- Meet metrics at given deadlines
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Maintained records of all customer interactions and transactions.
- Resolved customer complaints quickly and effectively.
Customer Service Representative
Chihuahua Sound
El Paso, TX
12.2014 - 09.2017
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Managed numerous translation requests each day with positive and upbeat communication style to uncover and handle customer needs.
- Pursued opportunities to boost company profile with customers by providing exceptional support.
- Upsold or cross-sold products and services when appropriate to fulfill customer needs or provide additional benefits.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
- Processed orders, credits and tracked returns.
- Upload revenue daily in the system.
Assistant Manager
Subway
El Paso, TX
02.2012 - 11.2014
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Submitted reports to senior management to aid in business decision-making and planning.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Trained team members in successful strategies to meet operational and sales targets.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Increased sales revenues by 10 % promoting complementary products and educating customers about store promotions.
- Inventory and ordering.
Machine Operator
Azar Nut Company
El Paso, TX
12.2010 - 01.2012
- Ran heavy duty machines, planers and grinders to craft products.
- Tended operating machinery to identify equipment malfunctions and locate sources of product defects.
- Maximized productivity by keeping detailed production records and identifying hold-ups.
- Assessed equipment after each production run, performing preventive maintenance to keep machines running smoothly.
- Followed technical documentation, including tooling instructions and product specifications to determine and implement operational sequences.
- Set accurate feed rates and trimming protocols to maintain efficient production and meet schedule demands.
- Meet quota at end of shift daily.
Education
High School Diploma -
Stephen F. Austin High School
El Paso, TXSkills
- Strategic business planning
- Proficient in Powerpoint and Excel
- Fluent in Spanish
- Conflict Resolution
- Communication/Social skills
- Problem solving
- Empathy
- Customer Service Management
- Documentation and reporting
- Employee performance evaluations
- Public speaking
- Multitasking
- Meet deadlines
- Fast learner
- Goal Setting
- Work Planning and Prioritization
- Continuous Improvement
Timeline
Service Manager
Alorica
09.2017 - Current
Customer Service Representative
Chihuahua Sound
12.2014 - 09.2017
Assistant Manager
Subway
02.2012 - 11.2014
Machine Operator
Azar Nut Company
12.2010 - 01.2012
High School Diploma -
Stephen F. Austin High School
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