Yessly Fernandez
Orlando,FL
Summary
Dynamic and results-driven professional with proven expertise in customer support at Spectrum. Adept at problem-solving and building rapport, I enhanced customer satisfaction and improved first-call resolution rates. Skilled in call center operations and CRM software, I consistently delivered exceptional service while managing high call volumes and maintaining professionalism.
Developed exceptional communication and customer service skills in high-volume, customer-focused environment. Proven ability to resolve complex issues and maintain composure under pressure. Seeking to transition into new field, leveraging strong problem-solving and multitasking abilities.
Offering strong communication abilities and genuine interest in customer service, eager to learn and thrive in call center environment. Brings foundation in problem-solving and adaptability, ensuring rapid acquisition of necessary skills. Ready to use and develop communication and technical skills in Desired Position role.
Overview
1
1
year of professional experience
Work History
Call Center Representative
Spectrum
01.2024 - 06.2025
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Delivered prompt service to prioritize customer needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
BDC Agent
World Auto
12.2023 - 01.2024
- Monitored online reputation management platforms, responding to reviews diplomatically to maintain a positive brand image.
- Communicated industry news and trends to management and dealership employees.
- Tracked customer interactions using CRM software, ensuring timely follow-ups and accurate recordkeeping.
- Collaborated with sales team to ensure consistent messaging and seamless customer experiences.
- Adapted quickly to changes within the industry landscape, staying informed about current trends and competitors'' offerings.
- Contributed to the achievement of monthly sales targets through diligent outreach efforts and effective lead nurturing.
- Developed sales pipeline and business opportunities through networking, cold calling, and referrals.
- Enhanced customer retention rates through thorough follow-up procedures after completed transactions or appointments.
- Participated actively in ongoing training programs provided by the dealership to continuously improve skills.
- Streamlined communication processes for improved efficiency and faster response times.
- Coordinated special events for prospective customers, generating interest in dealership offerings and driving foot traffic onsite.
- Assisted in the development of promotional materials, resulting in increased brand awareness among target demographics.
- Maintained a high level of professionalism while interacting with clients, fostering strong relationships.
- Organized client data effectively, enhancing the accuracy of targeted marketing efforts.
- Developed rapport with customers through attentive listening and personalized service recommendations.
- Reduced appointment cancellations by proactively confirming dates and times with clients.
- Worked with sales department to develop sales strategies and techniques.
- Managed inbound calls efficiently, resolving concerns and facilitating vehicle sales appointments.
Education
El Redentor Educational Center
4751 Old Golden RdSkills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Verbal and written communication
- Call center customer service
- Resolving issues
- Inbound phone calls
- Call center operations
- Communicating with clients
- Customer communications
- Call control
- Answering questions
- Complaint resolution
- Appointment scheduling
- Product knowledge
- Payment processing
- Gathering information
- Building rapport
- Account updating
- Customer service optimization
- Inbound phone call management
Languages
Spanish
Full Professional
Timeline
Call Center Representative
Spectrum
01.2024 - 06.2025
BDC Agent
World Auto
12.2023 - 01.2024
El Redentor Educational Center
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