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
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 -