Summary

Highlights

Accomplishments

Experience

Ilian Villanueva

**** * **** **, ***** FL 33610

Cell: 813-***-****

acvkjx@r.postjobfree.com

Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction.I am resourceful and an employee who will consistently meet and exceed productivity goals.I am also very versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.

Call center management experience

Dedicated to process improvement

Conflict resolution proficiency

Strong problem solving ability

High customer service standards

Bilingual Read Write and Speak English and

Spanish

Exceeded corporate target for customer satisfaction for 9 months in a row in the quality department. Promoted to Call Center Corrections supervisor in 6 months after being hired then 3 months after that was promoted again to Floor supervisor. As a floor supervisor I was entrusted to manage call flow with up to 15 calls in queue per minute and a floor of up to 20+ csr's or more during my scheduled shift . The sales verifications company May 2014 to Current CSR

St Petersburg, FL

Collecting customer feedback and making changes to exceed customer satisfaction goals.Provided accurate and appropriate information in response to customer inquiries by utilizing the FAQ's for each market.Demonstrating mastery of customer service call script within specified time frames. The sales verifications company January 2013 to January 2014 Administrative assistant

St Petersburg, FL

Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.Designed electronic file systems and maintained electronic and paper files.Maintained the front desk and reception area in a neat and organized fashion.Served as central point of contact for all outside vendors needing to gain access to the building.Wrote reports and graphs for all executive staff members and ensure that they were completed in a timely fashion and distributed accordingly.Made copies, sent faxes and handled all incoming and outgoing correspondence.Posted open positions on company and social media websites I also preformed the interviews for the new hires in both languages English and Spanish and determine employment as well.Created and maintained spreadsheets using advanced Excel functions and calculations to develop reports and lists. I was also responsible for the ordering of the office supplies. The sales verifications December 2010 to December 2012 supervior

St Petersburg, FL

Maintained up-to-date records at all times.Developed effective relationships with all call center departments through clear communication.Ran reports and supplied data to fulfill customer report Education

requirements.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.Formulated and enforced Service Center policies, procedures and quality assurance measures.Provided cross training to in house and new hire staff members. Trained staff on how to improve customer interactions by implementing the use of soft skills in their training guide. I also assisted with the development of the call center's quality and training processes.Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.

The sales Verifications company June 2010 to December 2010 CSR

St Petersburg, FL

Collected customer feedback and made process changes to exceed customer satisfaction goals.Provided accurate and appropriate information in response to customer inquiries.Demonstrated mastery of customer service call script within specified timeframes.Addressed customer service inquiries in a timely and accurate fashion.

Florida Metropolitan University 2004

Associate of Science: medical assistant

Tampa, FL, hillsbourogh

4.0 GPA Coursework in Anatomy, Physiology and Health Assessments