Yariana Lebrón Pérez
.
Spokane
Summary
Professional advisor with strong focus on achieving results and fostering team collaboration. Skilled in strategic planning, problem-solving, and client relationship management. Known for adaptability and reliability in dynamic environments. Prepared to deliver impactful solutions and drive success in any advisory role.
Overview
6
6
years of professional experience
1
1
Certification
2
2
Languages
Work History
Advisor II
Concentrix
12.2020 - 12.2021
- Provide Next Level of Support to Member Relation Advisors (Advisor I) Agents, providing Supervisory Support, complex refunds, transfers, and re-issuing of checks for client members.
- Provided expert guidance to clients on product features and benefits.
- Resolved customer inquiries efficiently, maintaining high satisfaction levels.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Analyzed customer feedback to identify trends and inform service improvements.
Program Ready Trainer
Concentrix
12.2020 - 02.2021
- Facilitating trainings for New Hires, to be able to navigate and use the company's CRM Salesforce, and to comprehend, offer and explain the client's benefits.
- Training for New Hires to understand and be able to provide excellent customer service through inbound calling, perform actions within the CRM to resolve Member Issues, provide Bilingual Trainings, Complex-Next Level of Support Training, Email/Whitemail Training and Training Support to other PRT's as well. This position goes hand-in-hand with the Advisor II Position. When not in training, PRT's act as Next Level of Support.
- Implemented training programs to enhance employee performance and skillsets.
- Facilitated onboarding sessions to ensure new hires integrated smoothly into company culture.
- Assessed training needs and curriculum.
- Monitored and evaluated training effectiveness, providing feedback for continuous improvement.
Advisor I
Concentrix
08.2020 - 12.2020
- Resolve account issues through Inbound calls, offer members memberships and processes payments.
Customer Service Provider/Front Desk Receptionist
H&R Block
01.2020 - 04.2020
- Front desk in the tax office, greets clients, making appointments, answers phone, receives payments, open and closing register, handle petty cash. Working directly under the Office Manager.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Assisted clients by matching them with the best tax professional, enhancing overall client satisfaction.
- Utilized scheduling software to accurately input client information and ensure an organized and smooth experience.
- Collaborated with team members to streamline workflows, improving efficiency in service delivery.
Client Service Provider/Front Desk Receptionist
H&R Block
01.2019 - 04.2019
- Front desk in the tax office, greets clients, making appointments, answers phone, receives payments, open and closing register, handle petty cash. Working directly under the Office Manager.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Assisted clients by matching them with the best tax professional, enhancing overall client satisfaction.
- Utilized scheduling software to accurately input client information and ensure an organized and smooth experience.
- Collaborated with team members to streamline workflows, improving efficiency in service delivery.
Child and Youth Program Assistant (CYPA)
Thomas J.P. Jones Child Development Center-White Sands Missile Range
01.2016 - 02.2017
- Serves as a Child and Youth Program Assistant in a Child and Youth Services program and maintains control of and accounts for whereabouts and safety of children and youth.
- Plans, coordinates, and conducts activities that meet the physical, social, emotional and cognitive needs for program participants based on the group and individual children and youth.
- Establishes a program environment that sustains participant interest and promotes positive interactions with other children, youth, and adults.
- Helps prepare, arrange, and maintain indoor and outdoor activity areas and materials to accommodate daily schedules and provides program options for children with special requirements.
- Maintains program participation data and complete daily report
Education
High School Diploma - Marketing
Ponce High School
Ponce, Puerto Rico 05.2001 -
Skills
Experience with Salesforce CRM
Customer service expertise
Customer engagement
Windows proficiency
Proficient in Microsoft Word
Microsoft Excel
Proficient in Microsoft PowerPoint
Microsoft Office proficiency
Native Spanish speaker
Experienced in English communication
Fluent in two languages
Technical issue resolution
Efficient organization
Experience with Workday
Customer relationship management software
Strong verbal and written communication
Grammar proficiency
Front office coordination
Transaction management
Point of sale expertise
Fast and accurate typing
Leadership in supervision
Coordinated scheduling expertise
Certification
Driver's License
Timeline
Advisor II
Concentrix
12.2020 - 12.2021
Program Ready Trainer
Concentrix
12.2020 - 02.2021
Advisor I
Concentrix
08.2020 - 12.2020
Customer Service Provider/Front Desk Receptionist
H&R Block
01.2020 - 04.2020
Client Service Provider/Front Desk Receptionist
H&R Block
01.2019 - 04.2019
Child and Youth Program Assistant (CYPA)
Thomas J.P. Jones Child Development Center-White Sands Missile Range
01.2016 - 02.2017
High School Diploma - Marketing
Ponce High School
05.2001 -