Summary
Overview
Work History
Education
Skills
Education and Training
Timeline
Generic

Yanin Mena

Keller,TX

Summary

Dynamic professional with a proven track record at Leon Medical Centers, excelling in customer service and relationship building. Skilled in problem-solving and cross-functional collaboration, I effectively resolved complex issues and enhanced customer satisfaction. Committed to employee development, I implemented retention strategies that fostered a productive work environment. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

Leon Medical Centers
Miami , FL
09.2023 - 09.2025
  • Assisted customers with inquiries and resolved issues effectively.
  • Scheduled, rescheduled, and canceled appointments.
  • Using different programs (Epic, Touchpoint, Avaya) to navigate through all systems and help customers.
  • Collaborated with team members to improve service.
  • Provided product information and recommendations to enhance customer satisfaction.
  • Utilized customer relationship management software to track support requests.
  • Handled escalated complaints with professionalism and empathy.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.

Employee Assistance Manager

Children Place
Miami, FL
01.2017 - 09.2023
  • Organized employee directories and updated individual contact information.
  • Liaised between management and employees by relaying work information, adjustments and grievances.
  • Created staff teams based on employee strengths and made adjustments to promote overall productivity.
  • Created and implemented employee retention strategies.
  • Conducted scheduled audits of benefit plans in order to identify areas in need of improvement.
  • Created and administered corporate incentive, deferred compensation, employee stock purchase and credit card plans.

Store Associate

Big Lots Stores, Inc.
Miami, FL
02.2014 - 01.2017
  • Stocked, replenished and organized inventory to keep store merchandise fresh.
  • Unloaded and moved merchandise to maintain aisles and set up product displays.
  • Arranged merchandise for display to highlight new styles, attract customers and enhance sales.

Education

Lawyer -

U.P.A.O
TRUJILLO, PERU
07.1999

Skills

  • Employee relations oversight
  • Relationship building
  • Cross-functional collaboration
  • Problem solving
  • Appointment scheduling, re-scheduling, postponing, and canceling appointments
  • Team collaboration
  • Process optimization
  • Effective communication
  • Problem solving
  • Attention to detail
  • Call center experience
  • CRM system proficiency
  • Medical terminology
  • Multi-line phone talent
  • Customer relationship management (CRM)
  • Employee development

Education and Training

other

Timeline

Customer Service Representative

Leon Medical Centers
09.2023 - 09.2025

Employee Assistance Manager

Children Place
01.2017 - 09.2023

Store Associate

Big Lots Stores, Inc.
02.2014 - 01.2017

Lawyer -

U.P.A.O

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