Yanina Olivari
Las Vegas,NV
Summary
Ability Summary Bilingual Spanish / English Excellent customer service skills Able to perform general office duties Able to provide punctual and consistant attendance Able to learn new concepts quickly and adapt to change Effective team member Able to work well under pressure Cash handling expierence Data entry skills with ability to type 60 wpm Highly motivated individual who can achieve set goals
Resourceful Resolution Specialist known for high productivity and efficient task completion. Skilled in conflict resolution, customer service strategies, and negotiation techniques. Excel at communication, problem-solving, and adaptability, ensuring successful resolutions that meet both company and client needs.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
14
14
years of professional experience
Work History
Resolution Specialist
Hilton Grand Vacations
Las Vegas, Nv
03.2019 - 01.2026
- Resolved customer inquiries through effective communication and active listening.
- Coordinated with internal teams to address guest concerns promptly.
- Managed conflict resolution by applying company policies and procedures.
- Issue Resolution: Investigate, manage, and resolve complex customer complaints or escalations.
- Customer Advocacy: Act as a liaison between the customer and the company, ensuring a positive experience.
- Trend Analysis: Identify recurring problems and report them to leadership to prevent future issues.
- Communication: Facilitate seamless communication internally and externally, explaining complex information clearly.
- Documented case details in the customer relationship management system efficiently.
- Trained new team members on best practices for customer service excellence.
- Facilitated follow-up communications to ensure guest satisfaction after issue resolution.
- Interacted with internal departments such as sales, billing, collections, technical support. to ensure complete resolution of customer issues.
- Developed action plans outlining specific tasks needed in order resolve high priority disputes quickly while maintaining excellent customer service levels.
- Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
Insurance Broker
Academy Auto Insurance
Inglewood, CA
09.2018 - 01.2019
- Researching policies from different insurers
- Arranging insurance cover
- Negotiating for the best deals
- Dealing with renewals
- Helping to change existing policies
- Collecting any premiums
- Processing accounts
- General admin duties
- Preparing reports for underwriters
- Finding new clients and forecasting their future needs
- Answer phones and questions
- Give Quotes in person and over the phone, scan / fax / email documents.
Collections Agent
Hawthorne Auto Square
Hawthorne, CA
10.2015 - 05.2018
- Handled inbound and outbound calls with the objective of collecting delinquent accounts
- Responsible for reaching out to customers to collect payment of overdue bills, loans, or other payments
- Keeping accurate records and reporting on collection activity
- Resolve billing and customer credit issues
- Update account status records and collection efforts
- Cash handling via register
- Ringing up sales, bagging items, requesting price checks, honoring coupons.
Sales Representative
Sprint
Torrance, CA
01.2012 - 09.2015
- Provided excellent customer service and information regarding products
- Answered multi-phone calls and questions from customers
- Scheduled E-Tickets for phones needing repair
- Ran credit and prepared documents for customers seeking new lines of service
- Met and exceeded monthly sales quotes.
Education
High School Diploma - General High School Curriculum
Leuzinger High School
Lawndale, CASkills
Bilingual Spanish / English
Excellent customer service skills
Able to perform general office duties
Able to provide punctual and consistent attendance
Able to learn new concepts quickly and adapt to change
Effective team member
Able to work well under pressure
Cash handling experience
Data entry skills with ability to type 60 wpm
Highly motivated individual who can achieve set goals
Trend analysis
Data documentation
Guest follow-up
Client relationship building
Team training
Critical thinking
De-escalation techniques
Excellent communication
Case management
Problem-solving abilities
Conflict resolution
Attention to detail
CRM management
Multitasking Abilities
Organizational skills
Time management abilities
Timeline
Resolution Specialist
Hilton Grand Vacations
03.2019 - 01.2026
Insurance Broker
Academy Auto Insurance
09.2018 - 01.2019
Collections Agent
Hawthorne Auto Square
10.2015 - 05.2018
Sales Representative
Sprint
01.2012 - 09.2015
High School Diploma - General High School Curriculum
Leuzinger High School