Customer Service Call Center

YOHARA

CARABALLO

Casselberry, FL *****

*****************@*****.*** / 984-***-****

SUMMARY

Im immigrant from Dominican Republic, im a lawyer in my country with several degree in international

relationships and politic

have a long experience in customer service/relations, case management, i can work down pressure and

always have a smile and solution for any inconvenience with the customer

Customer are the priority.

SKILLS

Handling Escalations e Training and Coaching

Technical Support e Positive and Constructive Feedback

Audit Support Superior Computer Skills

Call Center Operations e Employee Scheduling

. One Call Resolution Customer Service

Call Monitoring e Customer Relationship Management (CRM)

Complaint Resolution Relationship Building

Tactful and Diplomatic

EXPERIENCE

Customer Service Manager / Pawn shop - Durham, NC 03/2020 - 10/2023

Provided exceptional customer service to ensure customer satisfaction.

. Developed and implemented strategies for providing excellent customer service experience.

Reviewed customer feedback and complaints to identify areas of improvement in customer service

processes.

e Monitored staff performance to ensure adherence to customer service standards.

Conducted regular training sessions for staff on new products, services, and customer service

techniques.

Created reports on customer feedback, complaints, and suggestions for management review.

Developed policies and procedures related to customer service operations.

EDUCATION AND TRAINING

Master of Laws 02/2010

University From The Caribbean - Dominican Republic

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