Customer Service Administrative Assistant

IRISOMARA RIVERA

Zephyrhills, FL C: 813-***-**** **********@*****.***

Sales and Customer Service Representative / Administrative Assistant

Accomplished Sales / Customer and Admin Assistant professional with over 14 years of experience and have demonstrated success in customer relations where able to resolve complex problems achieving a successful resolution. Implement process to streamline repossessions of inventory that improved business functionality with positive impact. Possess excellent customer service skills and communication skills to lead and work with diverse groups effectively.

Qualification and Skills Highlights

Customer Service

Sales Agent

Event Planning

Credit Card Services

Microsoft Office Proficient

Credit Counseling

Professional Experience

Capital One Services 2016 – Present (Work at Home)

Heavy Spend Agent

Responsible for primarily fielding inbound calls, answering questions, providing an unmatched customer experience.

Handling customer concerns through one call resolution.

Utilize a variety of systems and tools to efficiently service the needs of the customer.

Help inform and educate customers in regards to credit utilization, to help them make well-informed life decisions.

Contact merchants for customers, to discuss questionable charges to accounts

Processed fraud and dispute transactions.

HSN 2011-2016 (Work at Home)

Sales Representative

Field inbound calls from our customers with potential for extended periods of high volume.

Maintain a quiet remote work environment free of background noise.

Apply active listening skills, interject and paraphrase appropriately to best understand the customer’s needs and wants.

Utilize tone/enthusiasm to provide energy into the customer interaction that will drive sales and customer satisfaction.

Responsible for promoting sales and up sells – offer alternatives, and closes sales while maintaining rapport with customers.

Take personal initiative to achieve goals and objectives.

Receptive to coaching and eager to implement developmental suggestions for improving performance.

Remain highly engaged in a team environment through team meetings, instant messaging and use of email.

Meet all key performance Indicators - AHT (average handling time), Quality, Compliance and Purchase Rate Plan.

Committed to adhering to a work schedule (including specified break periods)

Ford Motor Credit 2005-2011

Administrative Assistant

Maintain files, database, calendars, and hard-copy files

Pull credit reports for all Ford customers.

Complete “Charge Offs” for closed accounts.

Generate monthly statistical reports.

Clear accounts after being resolved.

Keep inventory of supplies and place orders

Assist departments with typing correspondence, copying, binding and report production

Additional administrative assistant responsibilities as needed

Ayres Associates 2002-2005

Administrative Assistant

Maintain files, database, calendars, and hard-copy files

Prepare training, conference and seminar registrations

Handle all in-coming and out-going mail

Prepare special mailings

Responsible for set-up/clean-up for lunch meetings and special events

Attend to front desk phone

Keep inventory of supplies and place orders

Set up tracking data bases and maintain information

Education

High School Diploma

Business Management Certificate

Tampa Bay Tech High School

Tampa Bay Tech High School

Tampa, FL

Tampa, FL

PERSONAL SKILLS

Bilingual – Fluent in English & Spanish.

Able to develop, maintain and cultivate relationships with internal and external clients

Able to work independently as well with a team

A self-starter and work productively with minimal direction

Ability to influence people

Ability to interact with individuals on all organizational levels

Quick learner and able to produce under pressure and tight deadlines

Self-motivated and possess excellent organization, planning and presentation skills as well as strong project coordination.

Strategic thinking and Thought Leadership

Strong Excel, PowerPoint, MS Word and MS Access knowledge

Strong interpersonal and troubleshooting skills.

Strong analytical skills, strong problem solving skills

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