Yindra Zayas-Martin
Winter Haven,FL
Summary
- To obtain a career opportunity with an organization requiring strength and proven ability in providing quality customer service.
- Self-motivated team player with ten years of progressively responsible experience in customer service.
- Expertise in the areas of:
- Bilingual (Spanish and English)
- Self-motivated
- Team-player
- Organized
- Detail oriented
- Multi-tasking
- Dependability
- Ability to adapt and learn quickly
- Providing extraordinary customer service when dealing with the public
- CPR-certified
- Computer literacy with IBM-compatible hardware: Windows operating system; Microsoft word, Excel, Internet/email applications, and industry-specific software. Quickly adapt to new applications.
- Notary Public
- Certificate of completion in Latent Fingerprint Development & Fingerprint Classification
- College Credit Certificate of completion in Crime Scene Investigation
Overview
30
30
years of professional experience
Work History
Customer Service -work From Home
Contracted Threw Various Companies
01.2011 - Current
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and provided backup support for organizational leadership.
Program Assistant
Edgecomb Court House "Children's Justice Center"
03.2009 - 07.2012
- Program Assistant
- Providing services with security, greeting families, answering phones, and case management functions including documentation of communication with families regarding intake and scheduling of court ordered supervised visitation and drafting court correspondence.
Intake Social Worker
Juvenile Assessment Center
03.2009 - 01.2011
- Intake Worker
- Collect, secure, and doing inventory on all property while the individual is still in the admissions vestibule
- Conducting assessments and providing some counseling while interacting with each individual after being in custody.
License Insurance Agent
Acceptance Insurance
01.2005 - 01.2009
- Auto Insurance CSR Supervisor
- 440 license
- Selling and processing new auto insurance
- Helping customers in the office and over the phone with any questions regarding billing, endorsements, etc
- Handling and taking money to the bank for deposit on a daily basis in charge of ordering supplies, filling, and maintaining a clean office
Office Administrator
Home Depot At-Home Services
01.2001 - 01.2005
- Office Administrator
- Receiving and processing sales paper work
- Administration of new hire paper work for branch associates and installers
- Managing purchasing function for the office
- Responsible for managing the relationship with facility equipment providers along with maintaining storage and inventory
- Handling all administrative functions, answering phones, answering and resolving issues, maintaining a filing system, responsible for all faxes, mail, and ups packages to be routed to appropriate parties.
Senior Customer Service Representative Lead
Home Depot At-Home Services
01.1999 - 01.2001
- Senior Customer Service Representative
- Responsible for scheduling appointments nationwide with sales force for home improvement consolations
- Directly responsible for supporting sales force of 300 by maintaining monthly appointment schedules
- Directly handle and resolve customer complaints
- Made customer follow-up calls to ensure customer satisfaction
- Responsible for training new customers service representatives
- And act as acting supervisor of call center.
Receptionist Administrator
Nova Southeastern University
01.1997 - 01.1999
- Learning Material Specialist/Receptionist
- Processed prepaid and blanket purchase orders
- Handled multi-line phone system
- Directly responsible for data entry of departmental inquiries
- Responsible for general office duties.
Paraprofessional
Dade County Public School System
01.1996 - 01.1997
- Para Professional
- Coordinated and administrated test schedules
- Responsible for data entry of test results
- Responsible for record keeping of data.
Toll Collector
Florida Department Of Transportation
01.1994 - 01.1996
- Tollbooth Operator
- Responsible for collection of motorist funds on a major highway
- Calculated and maintained daily record of funds collected.
Education
Associate of Applied Science - Criminal Justice
Hillsborough Community College
Tampa, FL01.2010
Skills
- Goal-Oriented
- Phone Etiquette
- CRM Knowledge
- Typing Speed
- Appointment Scheduling
- Customer Service
- Direct Sales
- Order Processing
- Needs Assessment
- De-Escalation Techniques
- Quality Control
- Relationship Building
- LiveChat Messaging
- Teamwork and Collaboration
- Customer service excellence
- Employee Coaching
- Decision-Making
- Self Motivation
- Multitasking Abilities
- Administrative and Office Support
- Translation and Interpretation Services
- Professional telephone demeanor
- Written Communication
- Billing Adjustments and Refunds
- Multitasking
- Professionalism
- Microsoft Office
- Problem Resolution
- Attention to Detail
Education And Specialized Training
- Miami-Jackson High School, 1990-1993, Member of Beta Club, Gifted Student Program
- Miami Dade Community College, 1993-1994, College Credits Earned
- Hillsborough Community College, 2007-2010, AS Degree in Criminal JusticeMember of the Criminal Justice Student AssociationI am planning to further my education with a bachelor's in criminal justice and another degree in social work with a Masters in Physiology.I have completed my internship of 100 hours at the George Edgecomb courthouse, in Tampa, Florida with the juvenile diversion program.
References
REFERENCES & ADDITIONAL INFORMATION AVAILABLE UPON REQUEST
Languages
Spanish
Native or Bilingual
Timeline
Customer Service -work From Home
Contracted Threw Various Companies
01.2011 - Current
Program Assistant
Edgecomb Court House "Children's Justice Center"
03.2009 - 07.2012
Intake Social Worker
Juvenile Assessment Center
03.2009 - 01.2011
License Insurance Agent
Acceptance Insurance
01.2005 - 01.2009
Office Administrator
Home Depot At-Home Services
01.2001 - 01.2005
Senior Customer Service Representative Lead
Home Depot At-Home Services
01.1999 - 01.2001
Receptionist Administrator
Nova Southeastern University
01.1997 - 01.1999
Paraprofessional
Dade County Public School System
01.1996 - 01.1997
Toll Collector
Florida Department Of Transportation
01.1994 - 01.1996
Associate of Applied Science - Criminal Justice
Hillsborough Community College
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