Customer Service Social Media

YEIMY VELEZ

**** ******* ***. *****, **. ***** · 347-***-****

***********@*******.*** · maximus.icims.com· ***********@*****.*** EXPERIENCE

JULY 25, 2021 – CURENTLY

L E A D C U S T O M E R S E R V I C E R E P R E S E N T A T I V E ( C S R L E A D ), M A X I M U S Interact extensively with

customers to achieve timely issue resolution while maintaining high standards for dock organization and cleanliness. Create PowerPoint presentations and present them to other customer service representatives. Communicate with center leadership and corporate customers and observe performance gaps; tracking and analyzing compliance to call center service standards. Implement cost cutting measures leveraging out FedEx applications and services provide.

FEBRAURY 2020 – DECEMER 2021

CUSTOMER SERVICE REPRESENATIVE SPECIALIST (CSR 2), MAXIMUS Promptly responding to customer queries via email, live chat, video, phone, and social media channels. Immediately escalating serious complaints or issues that you are not equipped to deal with. Liaising with colleagues or managers to find the best solutions to customers’ issues. Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible. Maintaining a polite, helpful, and professional manner.

CUSTOMER SERVICE REPRESENATIVE (CSR 1), MAXIMUS

Answer incoming calls from consumers including the general public Information, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols. DECEMBER 2018 – 2019

QUALITY ASSURANCE (QA), DEMKOTA RANCH BEEF

Provided claim status information to clients/customers including review of paperwork. Responsible for the investigation of presumptive positives at DRB. Developed and conducted training programs for employees. Prepared reports with data and graphs to be communicated internally and externally. Reviewed paperwork entries against product specifications. NOVEMBER 2017 -- DECEMBER 2018

CUSTOMER SERVICE REPRESENTATIVE (CSR), PLS FINANCIAL SERVICE Provided outstanding customer service to ensure repeat business. Promoted our products and services to current and potential customers. Ensured all transactions are completed in compliance with federal, state, and local regulations. Resolved customer complaints or referring complaints to the Store Manager for resolution. Completed all transactions accurately, including cash handling. 2

FEBRUARY 2017- NOVEMBER 2017

HOME HEALTH AIDE (HHA), BLUE LINE HOME CARE AGEMCY Assisted patients by providing personal services, such as, bathing, dressing, and grooming. Helped patients care for themselves by teaching use of cane or walker, special utensils to eat, special techniques and equipment for personal hygiene.

JANUARY 2017- FEBRUARY 2017

HOEME HEALTH AIDE (HHA), ALWAYS HOME CARE AGENCY

Monitored patient condition by observing physical and mental condition, intake and output, and exercise. Helped family members care for the patient by teaching appropriate ways to lift, turn, and reposition the patient, advising on nutrition, cleanliness, and housekeeping. JULY 2014 – AUGUST 2015

CUSTOMER SERVICE (CS) AND FOOD PREPARATION WORKER (CREW), MCDONALD’S Received payment by cash, check, credit cards, vouchers, or automatic debits. Issued receipts, refunds, credits, or change due to customers. Assisted customers by providing information and resolving their complaints. Cleaned and sanitized work areas, equipment, utensils, dishes, or silverware. Prepared a variety of foods, according to customers' orders following approved procedures. Carried food supplies, equipment, and utensils to and from storage and work areas. EDUCATION

SKILLS

• Bilingual in English and Spanish

• Social Perceptiveness

• Teamwork.

• Organization and time management

• Behavioral observation

ACTIVITIES

JULY 2011 – SEPTEMBER 2011

VOLUNTEER IN MEDICAL RECEPTIONIST, JEROME PEDIATRIC PC. AUGUST 2018- PRESENT

BACHELOR’S DEGREE IN NURSING, LEHMAN COLLEGE/CUNY

GRADUATION: JANUARY 2018 ASSOCIATE

DEGREE IN LIBERAL ARTS IN SCIENCE NURSING GRADUATION, HOSTOS COMMUNITY COLLEGE/CUNY

DECEMBER 2017

PERSONAL CARE AIDE, (HHA/CNA) GRADUATION, CERTIFIED NURSING ASSISTANT TRAINING PROGRAM STATE OF NEW YORK

3

Assisted with filing documents and school aged children’s physical forms. Provided patients with assistance in completing applications and handling electronic medical records in full compliance with HIPAA guidelines.

MARCH 2017- JANUARY 2018

CLUB VICE PRESIDENT, PUERTO RICAN STUDENT ORGANIZATION (PRSO) Promote the culture and history of Puerto Rico through organizing various events in the College community.

DECEMBER 2017

DANCER, STEP UP DANCE STUDIO

Offer a wide range of programs for all ages including technical dance training, curriculum-based dance and theatre courses, dance workshops and drop-in fitness classes.

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