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Senior Process Executive Resume Example

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SENIOR PROCESS EXECUTIVE
Professional Summary
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.
Skills
  • Basic business and analytical problem solving skills 
  • Multi-line phone talent
  • Ability to follow oral and written directions 
  • Strong client relations
  • Team Player
  • Employee Relations Specialist
  • Troubleshooting Skills
  • Center Management Experience
  • Data Entry
  • Creative problem solver
  • Exceptional communication skills
  • MS Windows proficient
  • Quick learner
  • Customer Inquiries
  • Proficiency In Conflict Resolution
  • High Standards
  • Active Listening Skills
Work History
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-Brower Receptionist | 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's Customer 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.
Education
BBA Business Administration Inter American University Aguadilla, Puerto Rico | 2014
Associate of Arts Cosmetology & Nail Specialist Emma's Beauty Academy Aguada, Puerto Rico | 2006
High School Diploma Eugenio María de Hostos School Mayaguez, Puerto Rico | Administrative Assistant
Seminars
Customer Service Ambassador & Telephone Skills.
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Resume Overview

Companies Worked For:

  • Infosys BPO Ltd.
  • Optometrist Clinic - Dr. Ramon E. Jan & Dr. Raul Perez)
  • Martin-Brower
  • Leonardo's
  • Centro Quiropractico Familiar

School Attended

  • Inter American University
  • Emma's Beauty Academy
  • Eugenio María de Hostos School

Job Titles Held:

  • Senior Process Executive
  • Administrative Assistant
  • Receptionist
  • Customer Support
  • Secretary

Degrees

  • BBA Business Administration
    Associate of Arts Cosmetology & Nail Specialist
    High School Diploma

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