Yessenia Desiree Lopez Payano
Yonkers,NY
Overview
10
10
years of professional experience
Work History
VIP Assistant
Punta Cana International Airport
01.2023 - 08.2024
- Prepare all VIP operation program for each day
- Manage daily operation
- Review and verify each service for daily operation, including tracking flights and following up with the assistants, agencies and transportation companies
- Receive VIP Passenger at the jet bridge
- Scort passengers thru migration and security process and take them to the VIP arrival Lounge
- Assist customers with check in bags and transportation service.
Customer Service and Technical Support Representative
Alorica
06.2021 - 07.2022
- Ensure customer satisfaction on every call
- Provide information about payments, cost of plans, account status
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
Collections Agent
Finamer Business Corp.
11.2017 - 06.2020
- Prepare and send invoices
- Prepare and send account statements for collection purposes
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Counseled debtors on payment options and arranged installment agreements.
Team Lead
Synergies Corp
01.2015 - 06.2017
- Handle escalated calls from customers
- Trained new team members by relaying information on company procedures and safety requirements.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Education
Bachelor of Science - Accounting
06.2013
Honors: Magna Cumme Laude
Skills
- Management of Office (Microsoft Word, Powerpoint and Excel)
- Teamwork
- Analysis and processing of information
- Problem resolution
- Training & Coaching
- Performance Management
- Employee Relations & Team Building
- Competitive Intelligence
- Customer Service & Satisfaction
- Work under pressure
Work Preference
Work Type
Full TimePart TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceFlexible work hoursPersonal development programsCareer advancementAccomplishments
- Supervised team of 10-15 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Languages
English
Full Professional
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Summary
Detail-oriented administrative professional with superb people-skills and public relations experience. Business-savvy with excellent decision-making skills. Proven track record of maintaining efficient office operations. Expertise in scheduling and coordinating meetings, managing travel and expense reports, and transcribing minutes. Proactive Collector with demonstrated experience providing high-level administrative support to companies. Demonstrates superior communication and problem-solving abilities.
Timeline
VIP Assistant - Punta Cana International Airport
01.2023 - 08.2024
Customer Service and Technical Support Representative - Alorica
06.2021 - 07.2022
Collections Agent - Finamer Business Corp.
11.2017 - 06.2020
Team Lead - Synergies Corp
01.2015 - 06.2017
Universidad Central Del Este (UCE) - Bachelor of Science, Accounting
References
Available upon request
Goals
Continue my professional journey in a quality professional environment where my experience, professional knowledge and work experience can add value to the company and contribute to its growth.
References
Available upon request
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