Ybin M. Feliz
Orlando,FL
Summary
Skilled at listening to customers, meeting productivity targets and maintaining current knowledge of company offerings. Offers empathy, reliability and enthusiasm for satisfying customers.
Overview
18
18
years of professional experience
Work History
CSR
Willis Towers Watson
Tampa, FL
08.2021 - 03.2022
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Assisted Medicare-eligible participants by addressing inquiries related to their account
- Delivered prompt service to prioritize customer needs.
- Recorded actions taken, issues resolved and Manage information to effectively manage customer accounts.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Worked as a team player in a diverse, professional call center environment
Sales Associate Team Leader
Macy's
Orlando , FL
08.2002 - 06.2020
- Engaged with customers to effectively build rapport and lasting relationships.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Provided positive first impressions to welcome existing, new and potential customers.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
- Applied security and loss prevention training toward recognizing risks and reducing store theft.
- Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
- Completed orders and organized product deliveries to meet customer timetables.
- Maintained customer satisfaction with quick and professional handling of product returns.
Education
Computer Office Specialist
Drake Business School of The Bronx
The Bronx, NY09-1998
Skills
- Efficient and Detail-Oriented
- Verbal and Written Communication
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- Multitasking and Prioritization
- Understanding Customer Needs
- Customer Retention Strategies
- Building Customer Trust and Loyalty
- Patient and Empathetic
- Inbound and Outbound Calling
Languages
Spanish
Limited Working
Timeline
CSR
Willis Towers Watson
08.2021 - 03.2022
Sales Associate Team Leader
Macy's
08.2002 - 06.2020
Computer Office Specialist
Drake Business School of The Bronx