Yuridia Rubio
Portland,United States
Summary
With over 10 years of customer service experience in the call center industry, I have developed strong skills in social media, team leadership, and negotiation. I have successfully engaged with customers online, built brand loyalty, and resolved complex issues with empathy and professionalism. I am also fluent in Spanish, which allows me to communicate effectively with diverse audiences and provide bilingual support. Since May 2021, I have been working as an Administrative Office Assistant - Maintenance Supervisor at Stark Firs Management, where I demonstrate my expertise in office administration, data entry, and maintenance coordination. I am responsible for managing tenant requests, scheduling inspections, working with contractors and vendors, and organizing staff and safety meetings. I enjoy working in a fast-paced and dynamic environment, where I can apply my problem-solving and multitasking abilities to ensure quality service and customer satisfaction.
Overview
18
18
years of professional experience
Work History
Administrative Office Assistant - Maintenance Supervisor
Stark Firs Management
05.2021 - 03.2024
- Answer phones, photocopy/Scan/Print, file, and check mail / voicemail / emails
- Enter tenant's repair request daily and ensure the accurate completion of monthly tenant reports
- Generate 24 hour notice to enter the tenant's unit for inspection or maintenance
- Coordinate and schedule date / time for tenant, city, and fire safety inspections
- Follow-up with inspectors on corrections made on failed inspections
- Work closely with some contractors and vendors on repairs needing to be done at various properties
- Assist with organizing and conducting staff meetings and safety meetings on a regular basis
- Assist potential applicants regarding leasing contact and availability, how to navigate the property management website and complete the online applications
- On occasion, collect tenant rents and manage company credit card and petty cash
- Coordinate the recruiting process by advertising on-line job postings, schedule interviews, be part of some interviews and assist the Spanish speaking new hires in filling out their paperwork
- Support the Maintenance Manager with performance documentation, coaching and termination of employees
- Promote safe work practices among employees and when needed, provide all paperwork needed to report work related injuries
- Supervise and ensure that the maintenance team is completing their assigned work orders in a timely manner
- Assign maintenance requests to the maintenance staff and assist them in uploading their work photos to their work orders
- Schedule appointments with the tenant when they are not home to ensure the maintenance repair requests is completed accordingly
- Work as a liaison between the Maintenance Manager, maintenance supervisors and the maintenance team to ensure the communication isn't being missed in translation
- Maintain employee timekeeping and entered any employee missed punch times in the ADP payroll system
- Register new hires in the ADP payroll timekeeping machine and the mobile app.
Client Advocate - Social Media Coordinator
Banfield Pet Hospital
12.2017 - 02.2020
- Document and respond to client's concerns, compliments and questions via phone calls and emails
- Monitor online presence of company's brand and engage with users, strengthening customer relationships on Twitter, Facebook, Instagram and other social media channels
- Actively triage situations that require specialized or more intensive case management to the appropriate teams
- Worked closely with the Client Experience and Advocacy team on ways to improve client and hospital experience
- Interpret Banfield client settlement letters in Spanish and assist with supervisor call backs in Spanish
- Provide and / or approve all social media client communication responses in Spanish with our third party social media company
- Display patience and empathy by using empathy statements and phrases via phone, email and online.
Sr. Bilingual Coordinator
Banfield Pet Hospital
06.2011 - 12.2017
- Cross-trained in following call center teams: Client Financial Services, Collections, Wellness Plan
- Relations, Hospital Support, Web Support, and Client Advocate
- Verify and update client information to maintain accurate accounts
- Negotiate with clients on retaining their plans or cancelling their plans
- Process payments, offer settlements on delinquent / collection accounts via phone and email including working with a third party collection agency
- Guide the hospitals with policy & procedures; assist with adjustments, administrative cancellations, and resolve any client / hospital account discrepancies
- Communicate with Inside Sales team regarding new enrollments; forward client complaints to the Client Advocate Team
- Translate Spanish client's internet inquiries, document formal complaint on behalf of the client and follow-up on complaint tickets
- Respond to web support emails and assist with client log in information via Banfield website
- Handled Supervisor escalated callbacks in a calm, professional manner and assisted in the training of
- New Hires while still providing policy procedure information to fellow co-workers when needed
- Experienced with HEAT documentation and Petware
Client Retention Coordinator
Banfield Pet Hospital
01.2009 - 06.2011
- Negotiate with client's on keeping Banfield's Wellness Plans in order to continue preventative care for pets
- Educate clients about their Wellness Plans, document calls and resolutions in positive manner
- Respond to Spanish client callbacks and reply to client's emails regarding cancellation of plans
- Assist in training of New Hires.
Account Manager
HSBC
01.2006 - 08.2007
- Part of a specialized team, focusing on retaining customer credit card accounts
- Strong use of problem solving, leadership, empathetic and communication skills
- Exceeded retention quota on a consistent basis
- Responsible for answering customer inquiries and ensuring that service objectives were met
- Thrived in a commission-based environment.
Education
San Jose City College
San Jose, CASkills
- Customer Support
- Communication
- Teamwork
- Accounting
- Office Administration
- Supervisory Skills
- Leadership
- Advertising
- Microsoft Office
- Outlook
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Problem-Solving
- Multitasking
- Excellent Communication
- Critical Thinking
Timeline
Administrative Office Assistant - Maintenance Supervisor
Stark Firs Management
05.2021 - 03.2024
Client Advocate - Social Media Coordinator
Banfield Pet Hospital
12.2017 - 02.2020
Sr. Bilingual Coordinator
Banfield Pet Hospital
06.2011 - 12.2017
Client Retention Coordinator
Banfield Pet Hospital
01.2009 - 06.2011
Account Manager
HSBC
01.2006 - 08.2007
San Jose City College
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