Customer Service Agent

Laura Solano

Kissimmee, FL, / 754-***-**** ***************@*****.***

In my journey from customer service agent to operations supervisor, I've honed skills in communication, problem-solving, and leadership. Through resolving diverse challenges and guiding teams, I've cultivated resilience and adaptability. These experiences have shaped me into a seasoned professional capable of navigating complex situations with empathy and efficiency, ensuring exceptional customer experiences and operational excellence.

OBJECTIVE

I'm currently seeking opportunities as a Customer Service Representative, aiming to utilize my strong communication skills and problem-solving abilities to deliver exceptional service.

EXPERIENCE

Car dealership Assistant / Velocity Autos Winter Park FL August 2023- Present

●Prepare and process vehicle titles and registration on the DMV ensuring compliance with legal requirements and facilitating smooth ownership transfer.

●Assist customers with paperwork and documentation related to vehicle purchases guiding them through the necessary steps for a seamless transaction.

●Collaborate with sales team to maintain showroom appearance and inventory accuracy, optimizing visual merchandising for maximum appeal.

Driving School Assistant/ First Driving School Miami, FL July 2022 – July 2023

●Assist students with registration, scheduling, and inquiries, ensuring a smooth and efficient enrollment process.

●Coordinate with driving instructors to arrange practice sessions and monitor student progress providing additional support as needed.

●Maintain accurate records about written test and driving test following the correct guidelines.

Supervisor/Teleperformance Bogota, Colombia January 2021/ March 2022

●Lead weekly team meetings to discuss performance metrics and develop action plans for improving metrics (AHT, QA, ADH)

●Conduct regular calibration sessions with team members and stakeholders to ensure alignment on evaluation criteria and maintain consistency in quality assessment.

●Analyze trend data and customer feedback to devise strategic initiatives aimed at enhancing service delivery and customer satisfaction while optimizing operational efficiency.

Agent/ Teleperformance, Bogota Colombia May 2019 – January 2021

●Analyze customer payment patterns to develop tailored collection strategies for improved recovery rates and customer satisfaction.

●Collaborate with cross-functional teams to implement process enhancements based on customer feedback and industry best practices.

●Generate monthly reports tracking key performance indicators such as call resolution rates and aging of accounts receivable to inform strategic decision making.

SKILLS

●Communication

●Microsoft Office

●Customer Service

●Problem Solver

●Teamwork

●Adaptability

●Time Management

●Excel Under Pressure

●Multitasking

EDUCATION

Psychology

Saint Leo University

2022- Present

Highschool

Colegio Fundacion Colombia

2005-2015

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