YARELIS BAEZ
Lawrenceville,GA
Summary
Experienced customer experience professional with nearly 3 years at TTEC supporting Mazda North America. Over 5 years of customer service expertise with a focus on case management, CRM accuracy, and cross-functional communication. Skilled in evaluating customer trends and process alignment, with a growing interest in supporting team performance and quality efforts.
Overview
6
6
years of professional experience
Work History
Case Manager (Remote Work)
TTEC (Mazda North America)
Lawrenceville, GA
07.2022 - Current
- Oversee a high volume of escalated customer cases, working closely with dealerships to resolve concerns and ensure brand-aligned responses.
- Maintain accurate, timely documentation in Salesforce across multiple communication channels.
- Monitor trends in service delays, technical issues, and customer sentiment, providing insights to improve case handling strategies.
- Acknowledged by leadership for dependability and effective written communication.
- Facilitated cross-departmental collaboration to enhance operational consistency.
Sales Associate
Metro by T-Mobile
Lawrenceville, GA
07.2019 - 06.2022
- Delivered bilingual customer support for plan activations, device issues, and account management.
- Maintained detailed CRM records while exceeding monthly sales and customer satisfaction goals.
Education
Professional Medical Interpreter Certificate - undefined
University of Georgia
01.2019
High School Diploma - undefined
Central Gwinnett High School
01.2017
Skills
- Customer Interaction Review & Documentation
- Salesforce CRM & Case Management
- Internal Process Understanding
- Bilingual
- Cross-team Coordination & Communication
- Remote Workflow Consistency
Languages
Spanish
Native or Bilingual
Timeline
Case Manager (Remote Work)
TTEC (Mazda North America)
07.2022 - Current
Sales Associate
Metro by T-Mobile
07.2019 - 06.2022
Professional Medical Interpreter Certificate - undefined
University of Georgia
High School Diploma - undefined
Central Gwinnett High School