Yesenia Iraola
Capital Vacations
Davenport,FL
1
Certification
16
years of professional experience
Multi-faceted, efficient, and reliable professional with 9 years of experience supporting personnel, and managers to improve internal operations for small business. Diversified skill set covering administrative support, client relations and writing. Excellent interpersonal, phone, and digital communication skills. Energetic and focused with the ability to multitask. Communicates effectively, bilingual in English & Spanish, experienced with all different age groups and ethnicities.
Work History
Customer Service Representative / Confirmer
3 Years 4 Months- Verify customer data, agreements, and specific travel dates
- Set, coordinate, and confirm mini-vacations tour presentations
- Conduct outbound and inbound calls with customers and travel partners to finalize itineraries
- Accurately collect and input guest information into company software systems
- Take payments for cancellations, reschedules, and room upgrades
Customer Service Representative
2 Years 1 Month- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Sought ways to improve processes and services provided.
Personal Care Assistant
9 Years 11 Months- Prepared and maintained records of client progress and services performed, reporting changes in client condition to manager or supervisor
- Range of motion (ROM) and muscle strengthening exercises to maintain an optimal level of functioning
- Participated in case of reviews, consulting with the team caring for the client, to evaluate the client's needs and plan for continuing services
- Assistance with medication per parent direction
- Carrying out personal care activities such as personal hygiene and meal preparation
- Redirection, monitoring and observation that are integral part of a personal care plan in the above items / Mentored new employees
- Maintained client confidentiality, treat clients and families with respect
- Working directly with residents in helping them with tasks they could no longer do.
Education
American Red Cross CPR/First Aid Certification
Workforce Development Program - General studies
GPA: 3.5
Skills
Skills & Abilities
Excel
Word
PowerPoint and Access knowledge
Filled
faxed and performed clerical duties
Resolved policy concerns for client
Volunteered for various charities: Marathon and obstacle courses for charity events 2013-Present
Customer Data Confidentiality
Order and Refund Processing
Customer Account Management
Telephone Management
Certification
- Tax Examiner (TE) IRS
- Customer Service Representative (CSR) IRS
Timeline
Customer Service Representative / Confirmer
Capital Vacations
04.2023 - CurrentRead More
Customer Service Representative
Internal Revenue Service, IRS
01.2021 - 02.2023Read More
Personal Care Assistant
Susan Couture
02.2011 - 01.2021Read More
Lawrence High School
Workforce Development Program from General studies
Read More
American Red Cross CPR/First Aid Certification
Read More