Yessenia Ovalles
St. Cloud,FL
Summary
Dedicated and results-driven professional with a proven track record in customer service, remote work from home, staff management, customer experience enhancement, agenda management, and customer support. Seeking a dynamic role that leverages skills to create exceptional customer interactions, optimize team performance, and contribute to the overall growth and success of an organization.
Overview
6
6
years of professional experience
Work History
President
Maids Galore LLC
03.2021 - Current
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Developed and implemented new strategies and policies to establish long-term business objectives and provide strong and sustainable organizational leadership.
- Identify client needs, offer and or upsell new products/ services and translate those needs into plans to ensure satisfaction of clients and integrity of business
- Reduced operational costs through strategic cost management initiatives.
Customer Service Manager
Adson Properties
03.2017 - 03.2021
- Handled all inquiries from prospective, current and past clients pertaining to orders, bills and events.
- Worked with peers to facilitate and implement training material and procedures
- Effectively supervised and motivated team members to increase productivity and
develop loyalty programs to increase customer satisfaction - Assisted the marketing department in the creative process of all promotional campaigns
- Participated in the hiring process of qualified candidates
- Acted as liaison between artists, promoters, vendors and the appropriate channels
- Exceeded all company’s expectations pertaining to but not limited to service and sales
Customer Service Representative
CVS Pharmacy
01.2019 - 01.2021
- Provided exceptional remote customer support via phone, email, and chat, consistently achieving 98% customer satisfaction rate.
- Managed high volume of customer inquiries, addressing issues promptly and effectively, resulting in 20% reduction in average handling time.
- Utilized remote collaboration tools to communicate with cross-functional teams and resolve complex customer issues, contributing to enhanced customer experience.
- Demonstrated strong agenda management skills by efficiently scheduling appointments and maintaining well-organized calendar, optimizing team efficiency.
- Assisted in development and implementation of customer-focused initiatives, resulting in 15% increase in customer retention.
- Actively contributed to team success by participating in weekly remote team meetings, sharing insights, and collaborating on process improvements.
Education
Diplomas Business Administration - Diploma
Business Administration Technical Trade
Queens, NY06.2016
High School Diploma -
John Adams High School
Ozone Park, NY2005
Skills
- MS Office
- Planning and Coordination
- Problem-Solving
- Good Telephone Etiquette
- Self-Motivated
- PPE Compliance
- Training and Development
- Bilingual - Spanish- English
Timeline
President
Maids Galore LLC
03.2021 - Current
Customer Service Representative
CVS Pharmacy
01.2019 - 01.2021
Customer Service Manager
Adson Properties
03.2017 - 03.2021
Diplomas Business Administration - Diploma
Business Administration Technical Trade
High School Diploma -
John Adams High School
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