Customer Service Support

GENESIS

VASQUEZ

646-***-**** · ad0ztw@r.postjobfree.com

SUMMARY

Talented Customer Service representative with expertise resolving issues within set time limits to maximize customer satisfaction. Self-starter with 2+ years of experience working in remote environments. Self-motivated individual that Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations. Excellent at showing awareness adapting to different scenarios as well as prioritizing and delegating tasks.

EXPERIENCE

Administrative assistant, medical receptionist

Doc go sept 2022-current.

Scheduling patient appointments according to doctor availability, explaining intake forms to

new patients.

Documents all special instructions in Salesforce/Outlook schedule notes.

Ability to multitask and remain focused in an environment with distractions, Receives and screens all incoming patients.

Understanding of and sensitivity to cultural differences and needs of the community.

Ability to maintain a calm, neutral disposition while managing many details in a distracting environment. And assuring effective planning.b

managing member information or appointments in a shared network environment using paperless database modules

Customer Support manager (remote)

Family Dollar Feb 2022-Aug 2022

Engaged with escalated customer support tickets and assigned them to customer service agents.

Managed the categorization, assignment and completion of day-to-day inbound tickets from customers across phone support, email support, and chat support

Provided regular updates to customers while ensuring response service level agreements are maintained based on the criticality of the issue.

Effectively communicated with various departments within the organization to determine all necessary information for investigations and resolution of issues.

Created a list of high impact Zendesk configuration and capability improvements.

Customer support manager

La Quinta Inn & Suites May 2021-Sep 2021

Monitored processes and determined actions to assure customer satisfaction, department costs, productivity, yields, lead time, and service levels, are in line with business goals.

Provided administrative support to multiple departments.

Monitored chats to provide feedback and coaching.

Relayed customer feedback to cross-functional teams to improve products and services.

Collaborated with third party companies to ensure customer satisfaction in all areas.

Team lead, client services

Teletech Aug 2018-Nov 2020

Responsible for working with the Department Supervisor(s) to assign daily and weekly tasks and goals.

Ensured workloads were well balanced across the team.

Assisted in the development of project plans and schedules with the department of Supervisors and employees.

Responsible for drafting the production schedule for team.

Regularly worked under limited supervision.

Troubleshot internet and connectivity issues.

SKILLS

7+ years in Customer Support

Advance Microsoft Office Navigation

Payment and Sales knowledge

Customer Service

Management

Sales force

HIPPA guidelines

55 WMP typing speed.

Customer Analysis

CRM software

Google Suite

Collaboration

Conflict Resolution

excel

EDUCATION AND TRAINING

high school - William H Maxwell High School

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