YOLANDA Maldonado

• Identified opportunities for process improvements across the organization.
• Collaborated with cross-functional teams on projects related to analytics initiatives.
• Documented procedures for performing tasks such as data collection and manipulation.
• Process tickets to ensure the correct promotions were added to the account.

Participate in special project to help frontline escalations.

Utilize tools to provide appropriate promotions and credits and debits depending on the OST

Bilingual Senior Rep Loyalty Department Verizon Wireless Tampa FL

Responsibilities include telephone contact with customer concerning, the rate plans .

Reconcile accounts in dispute and authorize adjustments when appropriate and updated billing system with customer contact information as appropriate. Handle Spanish calls to new customers to verify all information on the accounts is correct and confirm with them all information about the service they have requested has been covered and educate them on all the features, agreement and make changes if needed.

Handle escalate calls when customer think the issue need to be resolve by a supervisor

Provide coaching and feedback on new hire classes while in training

Responsibilities included resolving billing issues and answering billing questions for the customer.

Collected payments on accounts and give customers all information on payment options..

Responsible for equipment order for upgrades, contract extensions, rate plan changes and customer retention.

• Answered customer inquiries regarding store policies, products and services.
• Greeted customers upon entry and provided assistance with finding items.
• Resolved customer complaints in a professional manner.
• Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
• Conducted regular inventory counts of all merchandise in the store.
• Demonstrated strong problem solving skills when addressing customer concerns.

• Received and routed all incoming calls and faxes
• Demonstrated perfect telephone etiquette as required by hotel quality standards
• Provided reception/clerical support to other departments as needed.

• Provided customer support services, including equipment orders and making sure the customers received everything they request
• Performed various clerical tasks.

• Responsibilities include telephone contact with customer concerning, the rate plans
• Reconcile accounts in dispute and authorize adjustments when appropriate and updated billing system with customer contact information as appropriate
• Handle Spanish calls to new customers to verify all information on the accounts is correct and confirm with them all information about the service they have requested has been covered and educate them on all the features, agreement and make changes if needed
• Handle escalate calls when customer think the issue need to be resolve by a supervisor
• Provide coaching and feedback on new hire classes while in training
• Responsibilities included resolving billing issues and answering billing questions for the customer
• Collected payments on accounts and give customers all information on payment options
• Responsible for equipment order for upgrades, contract extensions, rate plan changes and customer retention
• Responsibilities included assisting with Loyalty campaigns by helping the department with Spanish speaking customers by taking inbound and making outbound calls
• Responsible for customer retention by offering customers promotions for new rate plans.