Yessenia Mejia
Summary
With my customer service experience I determine the customers needs and deliver effective solutions to problems. Devoted to giving every customer a positive and memorable experience.
Overview
16
16
years of professional experience
Work History
Specialty Servicing
Bank of America
Las Vegas
11.2023 - Current
- Delivered technical support to customers for escalated issues, ensuring timely resolution and customer satisfaction.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Researched, analyzed, and resolved complex customer inquiries.
- Investigated customer complaints and identified root cause of the issue.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Documented escalation cases in system to ensure accurate tracking and reporting of issues.
- Created detailed reports of escalations and resolutions to facilitate team knowledge and future problem-solving.
Account Supervisor
Capital One
Las Vegas
10.2016 - 02.2021
- Communicated effectively in both English and Spanish
- Promoted from frontline agent to supervisor taking escalated calls, complaints and providing excellent customer service
- Guided customers in extenuating circumstances to find solutions for their debt
- Advanced from frontline agent to supervisor, managing escalated calls and resolving customer complaints
- Helped callers resolve escalated issues and opened cases
- Successfully reached financial collection goals on assigned accounts
- Met collection goals on accounts
- Worked with managers and legal team to provide solutions for customers' collection accounts
VIP Call Center Representative
Ardyss International
Las Vegas
05.2013 - 10.2016
- Communicated effectively in both English and Spanish.
- Delivered excellent customer service with positive and professional attitude.
- Informed customers about sales and promotions in a friendly and engaging manner.
- Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Assisted customers with store and product complaints.
- Bilingual
Retail Sales Associate
Sprint
Las Vegas
09.2012 - 05.2013
- Created brand awareness and positive product impressions, contributing to increased sales.
- Assisted managers in store organization by arranging merchandise and maintaining displays.
- Sought opportunities to up-sell and add-on additional merchandise.
- Identified opportunities to up-sell and add-on merchandise, enhancing customer purchase experience.
- Generated brand awareness and positive product impressions to increase sales.
- Displayed a friendly, outgoing personality to foster a positive work environment and meet customer needs.
Host/Server
IHOP
Las Vegas
06.2011 - 09.2012
- Delivered fast, friendly customer service to enhance guest satisfaction and dining experience.
- Resolved guest complaints by actively listening and promptly notifying restaurant manager for timely resolution.
- Provided prompt and friendly customer service during peak hours.
- Checked on all tables to refill drinks and respond to requests.
- Managed kitchen operations and served customers during overnight shifts.
Host/Main Cashier
Cicis Pizza
Las Vegas
07.2010 - 06.2011
- Executed cash transactions quickly and accurately
- Maintained cleanliness and organization of host stand and buffet area, enhancing guest experience
- Delivered performance feedback and coached employees to strengthen team skills and service quality
Education
High School Diploma -
El Dorado High School
Las Vegas, NVSkills
- Customer resolution
- Conflict Resolution
- Escalation handling
- Technical assistance
- Problem solving
- Microsoft Office
- Fluent in Spanish
- Skilled multi-tasker
- Adapts under pressure
- Self-motivation
- Teamwork
- Verbal communication
- Relationship management
- Positive mindset
Timeline
Specialty Servicing
Bank of America
11.2023 - Current
Account Supervisor
Capital One
10.2016 - 02.2021
VIP Call Center Representative
Ardyss International
05.2013 - 10.2016
Retail Sales Associate
Sprint
09.2012 - 05.2013
Host/Server
IHOP
06.2011 - 09.2012
Host/Main Cashier
Cicis Pizza
07.2010 - 06.2011
High School Diploma -
El Dorado High School