Yamile e Lo ndo s

acou7l@r.postjobfree.com

**** ** *** * **

Miami, Flor ida 33145

(786) 683- 577 1

My o b jective is to o b tain a p o sitio n in the field o f custo m er ser vice/ sales whe r e excellent Int er p er so nal and co m

m unicatio n skills will b e o f value

.

EDUCATION MIAMI SENIOR H GH SCHOOL Miam i, FL

I

Hig h Scho o l Dip lom a. 1 88

9

BEAUTYSCHOOL MIAMI SENIOR H GH SCHOOL Miam i, FL

I

Beaut y Scho o l Cer tificate . 1 86

9

LICENSES FULLSPECIALIST LICENSE ( Co s me t o lo g is t)

PROFESSIONAL SKILLS

Cus t o mer Se rvic e ( CSS) and Dis pat che r Qualificat io ns

Dis pat che r Jo b Re s po ns ibilit ie s :

Assistin g custo m er s b y ver ifying o r der s, schedu ling & co nfir m ing ap p ointm ent s; ar r ang ing ser vices.

Dis pat che r Jo b Dut ie s:

Or g anized p ar t o r der s b y ver ifying fo r War r anty, p r ice and lab o r.

Ar r ang ed schedu les b y checking availab ility o f techn icians; anticip ating tim e and co st o f jo b ; p lacing and

exp editin g o r der s.

Kep t custo m er s info r m ed o f item availab ility, ship m ent date and m etho d, ap p r oxim ate tim e whe n inst all

o r r ep lacement will b e schedu led and cur r ent statu s; answe r ing ques tio ns.

Or der p ar ts fo r r ep lacement o r inst allatio n.

Invo icing fo r Natio nal Co m mer cial account s as well as lo calBusin esse s

Pr o tected co mp any r ep utatio n b y keep ing p r icing, p r o mo tio n, p ur chase o r der, and p er so nal

info r m atio n co nfident ial.

Co ntinu o us up date o f jo b kno wled g e b y p ar ticip ating in educatio nal web inar s and tr aining .

Accom plished co mp any g o als b y accep ting o wner sh ip fo r accom p lishing new and differ en t r eque sts;

exp lo r ing o p p or tunit ies to add value to jo b accom p lishm ents.

Dis pat che r Skills and Qualificat io ns :

Do cumentat io n Skills, Data Ent r y Skills, Telep ho ne Skills, Info r m ing Other s, Liste ning, Ver b al Co m municatio n,

Ene r g y Level, Mult i- taskin g, Dep endab ility, Em o tio nal Co ntr o l, Rep o r ting Skills

JOB SKILLS

Co mmunicat io n Skills : Liste ning and sp eaking to p eo p le b y r adio and p ho ne, o ften in so me state o f

distr e ss. Ab ility to listen, sp eak p lainly in o r der to co mm unicate effective ly.

Abilit y t o Mult it as k: Co nstan t m o ving a lo t o f p eo p le ar o und at the sam e tim e, tr acking the ir

m o vements and keep ing tab s o n what the y need .

Pro ble m- So lv ing Skills : Ab ility to p r io r itize the m o st im p or tant situat io ns, and thin k quickly o n m y feet .

In additio n, m y ab ility to p r o ject em p athy and co mp assio n led to keep ing the custo m er s calm in distr e ssing

situat io ns.

Cus t o mer Se rvic e Re pre se ntat ive Jo b Re s po ns ibilit ie s :

Ser viced custo m er s b y p r o viding p r o duct and ser vice info r m atio n; r eso lved p r o duct and ser vice p r o blems.

Cus t o mer Se rvic e Re pre se ntat ive Jo b Dut ie s:

Attr acted p o tential custo m er s b y answe r ing p r o duct and ser vice ques tio ns; sug g esting info r m atio n

ab o ut o ther p r o ducts and ser vices.

Op en custo m er account s b y r eco r ding account info r m atio n.

Maint ained custo m er r eco r ds b y up dating account info r m atio n.

Reso lved p r o duct o r ser vice p r o blems b y clar ifying the custo m er 's co mp laint; dete r m ining the cause o f

the p r o blem; selectin g and exp laining the b est so lutio n to so lve the p r o blem; exp editin g co r r ectio n o r

adjust m ent; fo llo wing up to ensu r e r eso lutio n.

Maint ained ser vice account s b y p r o cessin g equip m ent info r m atio n.

Reco m m ended p r o ducts o r ser vices to m anag ement b y co llecting custo m er info r m atio n and analyzing

custo m er need s.

Pr ep ar ed p ar ts and ser vice r ep o r ts b y co llecting and analyzing custo m er info r m atio n.

Co ntr ib ute d to team effo r t b y accom p lishing r elated tasks as need ed.

Cus t o mer Se rvic e Re pre se ntat ive Skills and Qualificat io ns :

Cust o m er Ser vice, Pr o duct Kno wled g e, Quality Fo cus, Pr o blem So lving, Mar ket Kno wled g e, Do cumentat io n

Skills, Liste ning, Pho ne Skills, Reso lving Co nflict, Analyzing Info r m atio n, Mult i- taskin g

Biling ual Ag e nt Se rvic e Re pre se ntat ive ( ASR)

Biling ual ASR Resp o nsib ilitie s & Accom plishm ents

Assistin g ag ents o n ho w to Up sell o n Pr o gr am s, ho w to use tr ansit io nal state m ents and r eb uttals to

clo se the sales.

Be o nline dur ing schedu led tim es and r eady to assist ag ents with the ir ques tio ns and co ncer ns

r eg ar ding calls the y ar e cur r ently o n.

Pr o gr am case stud ies, Audit r esults and sug g estio ns fo r p lan o f actio n

No tify the NOC line o f any syst em p r o blems

Co m municate m essag es fr o m LiveOp s as necess ar y

Flag actio ns r equir in g fo llo w up co mm unicatio n o r feedb ack

Pr o vide a p o sitive and fair wo r k envir o nm ent in the Vir tual Call Cent er

Be kno wled g eab le o n scr ip ts and Pr o gr am s to answe r ag ent ques tio ns

Pr o vide a p o sitive and fair wo r k envir o nm ent in the VCC

Ho sting week ly ag ent sess io ns o n Sp ecific Pr o gr am s

Ho sting week ly Ag ent Busin ess Co nsultat io ns

Filing b ug s, wo r king o n p r o ject Tasks

Sp anish Tr anscr ip tio ns

Tr anslatio ns as need ed ( scr ip ts, FAQs, g ener al info r m atio n fo r Account m anag er s, Selling skills )

Assistin g ag ents thr o ug h the Vir tual call cente r, o ver the p ho ne and thr o ug h em ail m essag es.

Watching LiveOp s inco m ing Calls Map

Rep o r ting & Cr eating L- To o l r ep o r ts

VCC Hyp e o n sp ecial p r o gr ams to im p r ove ag ent kno wled g e o n scr ip ts, b o nuses and o ver co ming caller

o b jectio ns.

Send ing sug g estio ns o n ho w to im p r ove scr ip ts

Edit ing o f calls fo r snip p ets o f examp les o f g o od and b ad calls to add to the call lib r ar y

Cr eating Po wer Po int Pr esent atio ns fo r Team Meet ing s and week ly ag ent Co m municatio ns

Assistin g in calls fr o m Red Cr o ss fo r Hur r icane, Ear thq uake and To r nado Relief fund ing .

Issu ing Co m pliance Even ts ( A Co m municatio n to o l used to co nvey feedb ack to Inde p ende nt Ag ents.)

Weekly Sp anish Develo p ment Sessio ns

Sp ecial Audit Queue tar g eting o f lo ng call inqu ir ies to dete r m ine whe r e the ag ents ar e stum b ling

Ro lling up feedb ack and cr eating Talking Po ints o n p r o gr ams

Revie w o f Sp anish Vo ice test s

Weekly Sp anish Int er views

Im p lem ented Tip s & Tr icks to co nver t o n Pr o gr am s

Ro le Playing scr ip ts with ag ents to disco ver str en g ths and ways to im p r ove

Call auditin g

Cr eated Biling ual Wiki Pag e whe r e ASR's can g o and r eview what 's hap p ening in the Biling ual ag ent

co mm unity. Access to check the ir week ly jo b dut ies including p r o gr am Stats and Ser vice levels.

Put to g ether no tes and feedb ack fr o m ag ents and clients dur ing co nfer ences

Im p lem ented Tip s & Tr icks to co nver t o n Pr o gr am s

Test calls fo r the clients and Pr o gr am Manag er s

WORK EXPERIENCE

SERVICE EXPERTS H AC 0 2/ 0 3/ 20 1 to 2015

V 4

1521 NW 8 9 CT

Do r al, FL 3 31 2

7

LIVE PS 11 0 6 –11/ 21/ 20 1

O / 3

55 5 Twin Do lphin Dr ive

Red wo o d City, CA 94 05 9

Biling ual Ag e nt Facilit at o r

WIL OW ( AKA Aris e ) Miam i, FL

L

Cyb er Ag ent ( Cust o m er Ser vice calls) 0 6/ 0 1 11 06

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SKILLS

Cust o m er Ser vice, Sales, Up sells, Ap po intm ent Sett ing, Co r r esp o ndences, Rese r vatio ns.

Pro g rams Ce rt ifie d o n:

Alamo Ren t a Car

1-8 00 Flo wer s.co m

Office Dep o t

Stap les

AAA VA/ PA

Walg r eens

COMPUTER Skills Pr o ficient in Micr o so ft Wo r d, Excel, Po wer Po int, One no te, Per fect Keyb o ar d, Ventr ilo,

Audacity, Access, Windo ws XP, Vista, Windo ws . M- Link s

LANGUAGE - Fluen t in Sp anish, ver b al and wr itt en.

REFE ENCES - Fur nis hed Up o n Req uest .

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