Yesenia Ramirez-Ovando
Harmony,NC
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Walgreens
Statesville, NC
06.2022 - 04.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered inbound calls, chats and emails to facilitate customer service.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
Lead Customer Service Representative
Food Lion
Statesville, NC
06.2020 - 05.2022
- Provided guidance and support to customer service representatives.
- Assisted in resolving escalated customer complaints.
- Monitored team performance and provided feedback for improvement.
- Maintained up-to-date knowledge of company products and services.
- Handled inquiries from customers regarding product information or services offered.
- Identified opportunities to enhance customer satisfaction levels through process improvements.
- Oversaw daily operations of the call center team including scheduling shifts, assigning tasks.
- Tracked customer issues and worked closely with relevant teams to resolve them quickly.
- Reviewed existing processes and proposed solutions for efficiency gains.
Education
CMA - Medical Assisting
Mitchell Community College
Statesville, NC05-2025
High School Diploma -
North Iredell High School
Olin, NC06-2023
Skills
- Product Knowledge
- Complaint resolution
- Consultative Sales
- Paperwork Processing
- Account updating
- Call Management
- Bilingual
Languages
Spanish
Professional
English
Professional
Timeline
Customer Service Representative
Walgreens
06.2022 - 04.2023
Lead Customer Service Representative
Food Lion
06.2020 - 05.2022
CMA - Medical Assisting
Mitchell Community College
High School Diploma -
North Iredell High School
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