Yulisa Valerio
Mount Dora,FL
Summary
Dedicated and adaptable Customer Service Representative with a proven track record of providing exceptional support in virtual environments, skilled in active listening, problem-solving, and de-escalation techniques. Committed to delivering top-notch customer service and resolving issues promptly. Additionally, an accomplished manager with three years of experience at McDonald's, possessing strong leadership and customer service skills. Proven ability to effectively manage teams, resolve conflicts, and ensure customer satisfaction. Adaptability to remote work environments, with proficiency in communication and technology tools. Seeking to leverage these skills and experiences to excel in the Customer Service Representative role at Teleperformance."
Overview
6
6
years of professional experience
Work History
Remote Certified Nursing Assistant
Advent Health Waterman
Tavares, FL
10.2021 - Current
- Handled a high volume of customer inquiries via phone, email, and chat.
- Demonstrated active listening and empathy to understand and address customer concerns.
- Resolved issues on the first call by proactively identifying and addressing root causes.
- Effectively communicated with customers to provide timely and accurate information.
- Escalated interactions when necessary to ensure swift resolution of complex issues.
- Tracked all call-related information for auditing and reporting purposes.
- Provided feedback on call issues to improve overall service quality.
- Successfully upsold additional products/services to interested customers, resulting in increased revenue.
Manager
Mcdonalds
Groveland, Florida
10.2018 - 10.2021
- Led a team of employees, overseeing daily operations, scheduling, and training.
- Implemented customer service strategies resulting in a 100% in customer satisfaction scores.
- Resolved customer complaints and concerns promptly, ensuring positive outcomes and repeat business.
- Managed inventory, controlled costs, and optimized workflows to improve efficiency.
- Collaborated with cross-functional teams to implement promotions and marketing initiatives.
Education
High School Diploma -
South Lake High School
Groveland, FL05-2021
Skills
- Customer service excellence
- Active listening and empathy
- Conflict resolution and de-escalation
- Confidentiality and sensitivity with customer information
- Proactive issue resolution
- Effective communication skills
- Call tracking and reporting
- Upselling techniques
- Typing speed: 35 wpm
- Proficiency in navigating Windows operating systems
- Indirect Patient Care
- Patient Relations
- Care plan implementation
- Patient-focused care
- Ability to work remotely in a virtual team environment
Additional information
- Comfortable working remotely in a virtual team environment
- Logical problem-solving skills and ability to prioritize tasks effectively
- Highly organized with a strong attention to detail
- Fluent in Spanish native
Timeline
Remote Certified Nursing Assistant
Advent Health Waterman
10.2021 - Current
Manager
Mcdonalds
10.2018 - 10.2021
High School Diploma -
South Lake High School
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