Yazmin Polanco
Rochester
Summary
Motivated, bilingual customer service professional with extensive remote experience and a strong background in call center operations, account resolution, and client relations. Recognized for delivering timely, accurate support and building rapport with diverse customers. Seeking a growth-oriented opportunity where I can contribute to a dynamic team and continue expanding my skills.
Overview
19
19
years of professional experience
Work History
Quality Service Associate, Bilingual
Conserve
Rochester
01.2024 - Current
- Identifying debts: Keeping track of accounts and identifying those that are overdue
- Contacting customers: Reaching out to customers by phone, email, or mail to discuss their debts
- Negotiating payments: Working with customers to create payment plans or negotiate partial payments
Bilingual Advisor
Concentrix
Rochester
03.2022 - 09.2022
- Inbound call center environment/ Temp
- Working remotely
- Provided accurate information at a timely manner
- Answering clients E mails regarding school
CSR - Customer Service Representative
Staples Business Solutions
Rochester
08.2021 - 02.2022
- Inbound call center environment
- Working remotely
- Provided accurate information at a timely manner
- Answering clients E mails regarding business orders.
Customer Service Rep
Maximus(NESCO Resource Staffing)
Rochester
01.2021 - 07.2021
- Inbound call center environment
- Working remotely
- Booked appointments
- Provided callers with accurate information regarding travel restrictions and guidelines due to COVID-19
Product Support Specialist
Sykes Work@Home
Rochester
08.2019 - 01.2021
- Provide accurate product support and kept confidentiality
- Upselling product when necessary
- Basic troubleshooting product via screen share
- Working Remotely
- Escalated calls when necessary
Customer Service/Cashier
Mobil
Rochester
04.2019 - 11.2019
- Greeting customers
- Collecting payments, using scanning devices, answering to customer inquiries
- Accepting customer returns, cash handling
Customer Service/teller
COOPERATIVE FEDERAL
Syracuse
01.2008 - 12.2010
- Helped customers with opening and closing savings/checking accounts
- Ran credit checks on customers
- Answered customer questions
- Responsible for cash register
Customer Service/call Center
RAPID RESPONSE MONITORING INC
Syracuse
01.2007 - 12.2008
- Data entry
- Processed alarms over telephone
- Responsible for police, fire department and emergency assistance dispatching
- Worked with multiples screens on computer at all times
Customer Service/telemarketer
GRAHAM NOBLES & ASSOCIATES
Buffalo
01.2006 - 12.2007
- Telephone collections of past due accounts
- Accurately complied and updated customer files
- Data entry
Education
Bachelor's degree High - Criminal Justice
Penn foster college
06.2025
ONONDAGA COMMUNITY COLLEGE -
12.2009
Skills
- Microsoft Windows
- Telecommunication
- Help Desk
- Customer Service
- Troubleshooting
- Desktop support
- Network Monitoring
- Microsoft Excel
- CSR
- Microsoft Word
- Typing
- Linux
- CRM software
- Network Support
- VoIP
- Data entry
- DNS
- Customer Care
- Microsoft Windows Server
- Customer support
- WAN
- Live chat
- Ethernet
- Call Center
- TCP/IP
- Salesforce
- Microsoft Access
- Communication skills
- Oracle
- Customer Relationship Management
- VPN
- Microsoft Outlook
- Technical support
- Upselling
- 5G
- 4G/LTE
- 3G
- Computer skills
- Operating Systems
- LAN
- Microsoft Office
Timeline
Quality Service Associate, Bilingual
Conserve
01.2024 - Current
Bilingual Advisor
Concentrix
03.2022 - 09.2022
CSR - Customer Service Representative
Staples Business Solutions
08.2021 - 02.2022
Customer Service Rep
Maximus(NESCO Resource Staffing)
01.2021 - 07.2021
Product Support Specialist
Sykes Work@Home
08.2019 - 01.2021
Customer Service/Cashier
Mobil
04.2019 - 11.2019
Customer Service/teller
COOPERATIVE FEDERAL
01.2008 - 12.2010
Customer Service/call Center
RAPID RESPONSE MONITORING INC
01.2007 - 12.2008
Customer Service/telemarketer
GRAHAM NOBLES & ASSOCIATES
01.2006 - 12.2007
Bachelor's degree High - Criminal Justice
Penn foster college