Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Yesenia Lizarde

Lexington

Summary

With a proven track record at TTEC for enhancing team productivity and customer satisfaction, I bring a blend of strategic action planning and effective team leadership. My bilingual proficiency and extensive computer experience complement my ability to resolve complex issues, ensuring operational excellence and a commitment to customer satisfaction.

Overview

12
12
years of professional experience

Work History

Team Leader - Service Delivery

TTEC
07.2022 - Current
  • Managed resources efficiently to meet project requirements while minimizing costs and maximizing productivity.
  • Promoted a positive work environment by fostering teamwork, collaboration, and continuous learning among team members.
  • Led a team of professionals to deliver high-quality services within strict deadlines and budget constraints.
  • Provided exceptional customer support in addressing concerns and resolving issues promptly to maintain long-term client relationships.
  • Implemented training programs to enhance the skill set of the team members, improving overall service quality.
  • Established and maintained a culture of excellence within the team, setting high expectations for performance and accountability.
  • Delivered results-driven solutions that improved operational efficiency while meeting or exceeding client expectations.
  • Conducted regular meetings with the team to review progress, address challenges, and align goals for successful outcomes.
  • Achieved client satisfaction through effective communication, collaboration, and problem-solving skills.
  • Maintained up-to-date knowledge of industry trends, allowing for the implementation of innovative strategies in service delivery.
  • Participated actively in company-wide initiatives aimed at enhancing overall organizational effectiveness.
  • Collected, arranged, and input information into database system.
  • Educated staff on organizational mission and goals to help employees achieve success.

Customer Service Representative Team Lead

Faneuil
10.2021 - 07.2022
  • Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
  • Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
  • Improved overall call center performance with effective coaching and feedback to team members.
  • Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
  • Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
  • Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
  • Facilitated seamless transition periods during system upgrades or changes by guiding the team through new processes effectively.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Kept high average of performance evaluations.

Customer Service Specialist

Aerotek
09.2020 - 08.2021
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
  • Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Identified and resolved discrepancies and errors in customer accounts.

Collections Manager

Checkredi
09.2017 - 09.2020
  • Improved overall collections efficiency by implementing strategic collection plans and processes.
  • Enhanced team performance through regular training, coaching, and feedback sessions.
  • Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
  • Contacted customers to discuss late payments and options for remitting amounts due.
  • Reduced delinquency rates with proactive account monitoring and timely communication.
  • Supervised staff of collectors, monitoring phone calls and letters.
  • Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
  • Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
  • Successfully implemented new technologies and process automations to encourage continuous improvement.
  • Maintained compliance with federal, state, and local regulations governing debt collections practices.
  • Set up and updated customer accounts and CRM with interactions, payments and personal information.
  • Researched and resolved accounts payable discrepancies.
  • Created daily and weekly cash reports for accounting management.
  • Supported financial director with special projects and additional job duties.

Assembly Line Worker

Nitto Denko Automotive
02.2016 - 04.2017
  • Met daily production quotas by working effectively within a fast-paced assembly line environment.
  • Collaborated with team members to maximize productivity and ensure seamless workflow on the assembly line.
  • Stocked and replenished parts used on assembly line to maintain consistent supply and inventory.
  • Contributed to a positive work atmosphere, fostering strong relationships with colleagues while maintaining professionalism and focus on tasks at hand.
  • Performed visual and functional inspection of components to determine quality and identify defects.
  • Followed protocols to enhance protection and maintain safe work environment.
  • Boxed, labeled, and transported items to support assembly operations.

Certified Customer Service Representative

Xerox
12.2013 - 02.2016
  • Passed Certification assessment
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
  • Delivered comprehensive product knowledge to clients, enabling informed decision-making regarding purchases or services.
  • Conducted thorough research to provide accurate information when answering complex questions or addressing issues outside of immediate expertise.
  • Utilized CRM software to manage customer contacts, enhancing responsiveness and service quality.
  • Handled escalated calls from dissatisfied customers with diplomacy, successfully de-escalating tensions while working towards mutually agreeable resolutions.
  • Managed high-stress situations with professionalism and calmness while maintaining focus on achieving positive resolutions for both the company and its customers.
  • Evaluated customer feedback and identified areas for improvement, sharing insights with management to drive continuous service enhancements.
  • Adhered to all company policies and procedures, maintaining the highest standards of ethical conduct and professionalism in every interaction.

Sales Associate

Boost Mobile Store
04.2013 - 12.2013
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Solved customer challenges by offering relevant products and services.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.

Education

GED -

BCTC
Lexington, KY
04-2013

Skills

  • Proficient in Spanish and English
  • Extensive Computer Experience
  • Strategic Action Planner
  • Commitment to Customer Satisfaction
  • Accurate Financial Reporting
  • Skilled in System Reporting and Information Management
  • Software Troubleshooting resolving system issues by troubleshooting errors
  • Experienced in Daily Use of Outlook, Word, and Excel
  • Communication skills able to articulate my ideas clearly & listen to others while understanding their perspective
  • Detail-Oriented Listening
  • Effective Team Leadership
  • Transferable skills Teamwork, easily adaptable & do well with organization
  • Time management skills ability to analyze & prioritize assignments to meet deadlines and maximize productivity
  • Coaching and mentoring

Accomplishments

  • Completed TTEC Team Lead 101, 102 & 201 training courses
  • Used Microsoft Excel to keep record of Finances, Escalated call records & Team attendance using tracking spreadsheets.
  • Supervised team of 15-18 staff members.

Languages

Spanish
Full Professional
English
Full Professional

Timeline

Team Leader - Service Delivery

TTEC
07.2022 - Current

Customer Service Representative Team Lead

Faneuil
10.2021 - 07.2022

Customer Service Specialist

Aerotek
09.2020 - 08.2021

Collections Manager

Checkredi
09.2017 - 09.2020

Assembly Line Worker

Nitto Denko Automotive
02.2016 - 04.2017

Certified Customer Service Representative

Xerox
12.2013 - 02.2016

Sales Associate

Boost Mobile Store
04.2013 - 12.2013

GED -

BCTC

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Yesenia Lizarde