Customer Service Administrative Support
Resume:
Mount Dora FL *****
Phone: 352-***-****
E-mail: *********@*****.***
Karen Tosca
Objective Hardworking, efficient, and detail-oriented professional with experience in reception and customer service, and 8+ years of experience in call centers. Adept at handling 50+ calls daily. Ability to work independently and collaboratively in a fast-paced environment. Skilled in providing administrative support for daily office operations, including scheduling appointments, email communications, and handling calls. Seeking to obtain a position that will enable me to use my skills and educational background to contribute to achieving company’s goals and objectives.
Education Bachelor’s Degree in Hotel and Restaurant Administration University of Puerto Rico
Carolina, PR
2004 – 2009
Experience Banco Popular de Puerto Rico
San Juan, PR
April 2018 – December 2022
Telephone Banking Consultant, Customer Service Department Providing customers with excellent telephone service maintaining a 98% average in monthly customer service quality evaluations. Analyzing client needs of service, evaluating the different alternatives to satisfy them, and making decisions to resolve them within the authority frame granted. Handling 50+ calls daily, assisting clients with their bank transactions such as: balance inquiries, payments, and accurate processing of electronic fund transfers. Updating customer data, account maintenance, activating and cancelling debit and credit cards, reporting lost or stolen cards, verifying card errors and security blocks, registering claims, transferring calls, registering check orders, travel notes, stop payments and processing document requests. Monitoring risks and completing customer identification process for security purposes. Upheld protocols to prevent theft of assets. Complied with banking regulations and other corporate guidelines when completing transactions protecting information confidentiality and privacy.
Telephone Banking Consultant, Digital Channels Department (Internet Banking) Providing clients with technical support regarding the mobile and desktop versions of the company's webpage and ATH Movil app. Website troubleshooting, removing blocks, updating account information, and assisting clients with their internet banking transactions. Empresas Fonalledas
San Juan, PR
June 2017 – December 2017
Receptionist
Opened office and kept reception area clean and neat to give visitors positive first impression. Operated multi-line telephone system to answer and transfer calls to correct departments and personnel. Taking messages. Provided clerical support to company employees by copying, faxing, and filing documents. Greeted incoming visitors and customers courteously. Maintained visitor log for entering and leaving facility for security purposes. Managed meeting room availability, and scheduled office meetings and client appointments for staff members. Receiving, sorting, and distributing mail correspondence. Managed office inventory and restocked supplies. Balasquide Private Tutoring
Toa Baja, PR
August 2016 - May 2017
Tutoring Assistant
After school supervision of students from second to eighth grade. Assisting with homework, studying for tests, and helping to strengthen students’ academic skills. Demonstrated patience, empathy, and understanding when working with challenging students. Autoexpreso
Guaynabo, PR
February 2011 – February 2016
Customer Service Representative (Call Center)
Handling calls from new and existing customers regarding product orientation, replenishment, payments, fines, balance information, complaints, among others. Communicate with clarity and empathy, ensuring a positive customer experience. Document and maintain accurate records of customer interactions, transactions, and inquiries. Maintained a high level of professionalism when dealing with difficult customers. Assisted in training of new employees. San Miguel Plaza Hotel
Bayamon, PR
February – August 2009
Hotel Front Desk Agent
Greet and welcome guests to the hotel. Process guest arrivals and departures, including all necessary payments. Booking reservations. Verifying registration, address, and credit information. Collaborated with team members to handle guest requirements from check-in through check-out. Answered incoming calls and programed wake-up calls. Issued keycards. Cleaned and maintained lobby and common areas, restocking supplies and watering plants. Advised housekeeping staff when rooms have been vacated and are ready for cleaning. Reported facility and room maintenance problems to appropriate personnel for immediate remediation. US Postal Service
San Juan, PR
July 2002 - December 2005
Mail Processing Clerk
Processing and distribution of mail through automated, mechanized and/or manual systems. Prepared incoming and outgoing mail for distribution at post offices and mail processing centers. DBCS and Flat Sorting Machine Operator.
Skills Excellent customer service skills. Detail oriented and organized. Ability to manage difficult situations with clients. Accountability and discretion. Good collaboration skills in a team-oriented environment. Ability to establish priorities. Reception desk management. Phone etiquette. Office equipment operation. Computer skills including Internet navigation, Microsoft Office, Microsoft Outlook and Microsoft Teams. Languages Excellent written and oral communication skills in English and Spanish.
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