Obtain a position where I can apply the knowledge and the expertise that I have acquired to keep providing excellent service in a fast-passed working environment and at the same time to achieve the goals of the company.
Basic business and analytical problem solving skills
Multi-line phone talent
Ability to follow oral and written directions
Strong client relations
Employee Relations Specialist
Center Management Experience
Creative problem solver
Exceptional communication skills
MS Windows proficient
Proficiency In Conflict Resolution
Active Listening Skills
Infosys BPO Ltd.Senior Process Executive | Aguadilla, PR | December 2014 - Current
Respond to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders.
Listen attentively to caller needs to ensure a positive customer experience.
Access to electronic database and paper catalog to look up for product information, availability and tracking purposes.
Excel within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds.
Effectively managed a high-volume of inbound and outbound customer calls.
Addressed and resolved customer product complaints empathetically and professionally.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Identified chronic customer issues by creating and maintaining customer complaint log.
Referred unresolved customer grievances to designated departments for further investigation.
Prepared reports and communication for senior management and clients.
Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
Optometrist Clinic - Dr. Ramon E. Jan & Dr. Raul Perez)Administrative Assistant | Rio Piedras, Puerto Rico | January 2012 - January 2014
Obtained signatures for financial documents and internal and external invoices.
Screened all visitors and directed them to the correct employee or office.
Maintained a clean reception area, including lounge and associated areas.
Greeted numerous visitors, including VIPs, vendors and interview candidates.
Opened and properly distributed incoming mail.
Answered and managed incoming and outgoing calls while recording accurate messages.
Screened applicant resumes and coordinated both phone and in-person interviews.
Martin-BrowerReceptionist | Toa Baja, Puerto Rico | January 2004 - January 2005
Completes requests by greeting customers, in person or on the telephone; answering or referring inquiries.
Maintains department schedule by maintaining calendars for department personnel; arranging meeting, conferences, teleconferences, and travel.
Maintains customer confidence and protects operations by keeping information confidential.
Leonardo'sCustomer Support | San Juan, Puerto Rico | January 2002 - January 2004
Assist customers and understanding their inquiry about products and services.
Improves quality service by recommending improved processes; identifying new product applications.
Accomplishes customer service and organization mission by completing related results as needed.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Provided an elevated customer experience to generate a loyal clientèle.
Asked open-ended questions to assess customer needs.
Centro Quiropractico Familiar Secretary | San Juan, Puerto Rico | January 2000 - January 2002
Greeting customers at front desk.
Prepares reports by collecting information.
Communicating with the customer by phone to schedule appointments and resolve their inquiry.
Maintains customer confidence and protects operations by keeping information confidential
Maintains department schedule by maintaining calendars for department personnel, arranging meetings, conferences, teleconferences, and travel.
BBABusiness AdministrationInter American University Aguadilla, Puerto Rico | 2014
Associate of ArtsCosmetology & Nail SpecialistEmma's Beauty AcademyAguada, Puerto Rico | 2006
High School DiplomaEugenio María de Hostos School Mayaguez, Puerto Rico | Administrative Assistant