Yensy Patricia Serrano Castro
Los Angeles,California
Summary
- Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
- Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
14
14
years of professional experience
Work History
Customer Services Representative
Pacific Aviation Corporation
02.2025 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Services
El Super
04.2023 - 04.2024
- Assist customers with their purchases.
- Cashier.
- Managed high-pressure situations effectively, quickly resolving urgent issues and retaining customer trust in the company''s services.
- Delivered exceptional customer service, addressing client concerns with empathy and understanding to ensure lasting satisfaction with services rendered.
Customer Services
Numero Uno Market
09.2022 - 01.2023
- Assist customers with their purchases.
- Cashier
- Provided customized customer services, tracking customer experience management fulfillment.
- Coordinated regular team meetings to discuss performance metrics, share insights, and provide ongoing support for success in their roles as Customer Services Managers.
- Delivered excellent customer services, promptly addressing concerns and questions.
Provider Health Care
Aveanna Healthcare
11.2017 - 10.2022
- Provide care to a child patient with specialties.
- Help establish your daily needs.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
CNA
Huntington Park Nursing Center
02.2017 - 08.2017
- Provide personal care to old patients with daily needs.
- Develop my skills like Nurse Assistant.
Packer
Royal Paper Box
01.2016 - 05.2016
- Quality Control of paper products.
- Maintained work area in safe and sanitary condition.
Customer Services
Rodriguez Towing
09.2013 - 12.2015
- Processed paperwork, assisted customers in completing forms.
- Answered phones.
General Laborer
Janet Yonati Inc.
04.2012 - 01.2013
- Fabric production.
- Shipping and Receiving.
- Maintained clean and organized worksites, minimizing hazards and promoting a safe working environment.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Demonstrated strong work ethic, completing physically demanding tasks under varying conditions.
Customer Services
El pollo Loco
11.2011 - 01.2012
- Cashier.
- Maintained work area in safe and sanitary condition.
Education
Associate of Science - Technology And Logistics in Process
East Los Angeles College
Monterey Park, CA01-2026
Associate of Science - Nursing
East Los Angeles College
Monterey Park, CA01-2027
Certified Phlebotomy Technician -
Montes Healthcare College
Gardena, CA08.2023
Pharmacy Technician - undefined
Maxine Waters Employment Preparation Center
Los Angeles, CA06.2021
Business Administration -
Diversified Vocational College
Los Angeles, CA02.2021
ESL - English Intensive Program
Diversified Vocational College
Los Angeles, CA08.2017
Certified Nurse Assistant - undefined
American Medical Careers
Los Angeles, CA01.2016
GED -
Tweedy Learning Center
South Gate, CA09.2015
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Computer proficiency
- Conflict resolution
- Payment processing
- Customer satisfaction measurement
- Administrative support
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Customer Services Representative
Pacific Aviation Corporation
02.2025 - Current
Customer Services
El Super
04.2023 - 04.2024
Customer Services
Numero Uno Market
09.2022 - 01.2023
Provider Health Care
Aveanna Healthcare
11.2017 - 10.2022
CNA
Huntington Park Nursing Center
02.2017 - 08.2017
Packer
Royal Paper Box
01.2016 - 05.2016
Customer Services
Rodriguez Towing
09.2013 - 12.2015
General Laborer
Janet Yonati Inc.
04.2012 - 01.2013
Customer Services
El pollo Loco
11.2011 - 01.2012
Pharmacy Technician - undefined
Maxine Waters Employment Preparation Center
ESL - English Intensive Program
Diversified Vocational College
Certified Nurse Assistant - undefined
American Medical Careers
Associate of Science - Technology And Logistics in Process
East Los Angeles College
Associate of Science - Nursing
East Los Angeles College
Certified Phlebotomy Technician -
Montes Healthcare College
Business Administration -
Diversified Vocational College
GED -
Tweedy Learning Center
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