Yesenia Casiano
Lilburn,GA
Summary
Proven track record in enhancing customer satisfaction and streamlining operations, notably at The Aspen Brands. Excelled in multi-tasking and problem-solving, achieving a 95% service level by leveraging exceptional communication skills and Microsoft Office proficiency. Demonstrated ability to adapt quickly and collaborate effectively across departments, driving positive outcomes and business growth.
Overview
25
25
years of professional experience
Work History
Customer Relations/Sales Support
The Aspen Brands
11.2008 - 04.2024
- Answered customer inquiries via phone, chat and email.
- Assisted in placing order, issue replacement order and/or issuing refunds.
- Filed damaged/lost packages via the carrier's websites and Route Protection. Make sure to followed through to ensure positive outcome.
- Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
- Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
- Supported business growth by identifying opportunities for upselling additional products or services during customer interactions.
- Established positive relationships with clients through proactive communication and attentive listening skills.
- Conducted detailed analysis of customer feedback to identify trends and implement targeted improvements.
- Monitor call volume and ensured agents were available to answer within three rings. Goal was to maintain a 95% service level
- Worked closely with the sales, accounting, logistics departments to meet customer needs.
- Uploaded tracking numbers to the Amazon portal.
- Updated inventory for Faire and Abound portals. Answered customer inquiries via the portals as well.
- Updated our websites FAQ's whenever needed.
- Placed orders for our B2B customers and worked with the shipping department to ensure that the orders were processed on time and the routing directions for them.
- Managed the wholesale new applicants and assisted with questions to set-up.
Assistant Programmer
Pronto Connections, Inc.
01.2008 - 06.2008
- Created/updated scripts for call center reps.
- Identified and corrected formulas to ensure a smooth and user-friendly interface for the reps.
- Assisted IT manager as directed.
Customer Support Specialist
Culligan Store Solutions
12.2003 - 12.2007
- Assisted customers in troubleshooting to reset the water softener, whenever possible before scheduling service.
- Developed strong relationship with the field service reps to ensure timely service with our clients.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Set-up the preliminary documents and requirements for new businesses. Followed with the field service reps to ensure that the water softener installation was on track and finalized.
Call Center Representative
Pronto Connections, Inc.
06.1999 - 08.2003
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Assisted customers with basic information about the business they were calling.
- Took messages for the office and fax them at the end of the day.
- Page doctors on emergency calls
- Sold tickets for the Rotary Club
- Trained new employees.
- Answered up to six lines at a time.
Education
High School Diploma -
Kelvyn Park High School
Chicago, IL06.1998
Skills
- Great verbal and written communication
- Active Listener
- Proactive
- Problem-Solving
- Detail Oriented
- Multi-tasking
- Inter-department collaboration
- Microsoft Office
- Phone and Email Etiquette
- Decision-Making
- Team Player / Can work independently
- Data Entry
- Bilingual Spanish
- Adapt quickly, quick learner
Timeline
Customer Relations/Sales Support
The Aspen Brands
11.2008 - 04.2024
Assistant Programmer
Pronto Connections, Inc.
01.2008 - 06.2008
Customer Support Specialist
Culligan Store Solutions
12.2003 - 12.2007
Call Center Representative
Pronto Connections, Inc.
06.1999 - 08.2003
High School Diploma -
Kelvyn Park High School
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