I am seeking a position where I can use my educational and professional experience in the administration and delivery of customer service.
BACHELOR OF SCIENCE, HEALTH SCIENCE, ADMINISTRATION MAYOR
08/2008-12/2010 Medical Science Campus, University of Puerto Rico, San Juan, PR
•Graduated Cum Laude
•Coursework in Conflict Resolution, Marketing, and Basic Accounting
ASSOCIATE DEGREE, RADIOLOGY TECHNOLOGIST
08/2004-12/2007 Medical Science Campus, University of Puerto Rico, San Juan, PR
BILINGUAL CENTRAL BAGGAGE ASSISTANCE, JETBLUE, ORLANDO, FL
•Assisting customers creating baggage reports.
•Assisting customers with claims resolutions by offering credits or new luggage option.
•Call customers back with updates on their reports and communicate via email.
•Assisting crewmembers with the evaluation of their concerns and experiences within the Department. Liaison between crewmembers and leadership.
ESP RESERVATIONS CREWMEMBER, JET BLUE, ORLANDO, FL
10/2015 – 06/2017
•Assisting customers, both in English and Spanish, in creating, editing, refunding, and maintaining reservations.
•Problem solving and conflict resolution.
•Communicating in professional manner assuring a clear and concise message, delivered with confidence.
ADMINISTRATIVE OFFICIAL, AEELA, HATO REY, PR 01/2009-01/2015
•Monitored Customer Service Agents’ performance and productivity on a daily, weekly and monthly basis.
•Initiated operations improvements to raise overall call center productivity.
•Prepared monthly reports and day to day written communications for senior management.
•Scheduled and coordinated meetings, appointments, orientations and travel arrangements for marketing officials and Marketing Department Director.
•Processed all promotional items requests for marketing officials and other departments.
•Kept the inventory for the Marketing Department promotional items warehouse.
•Assisted the Sports Sections on their meeting and with the coordination of their activities including Justas AEELA.
•Assisted the Marketing officials activities/presentations as needed.
•Assisted with new products information for associates.
•Received the Discount Card applications and processed requests of new cards.
•Received new applications for retirees to become associates and applications for higher/additional deductions requests.
•Prepared report with new associates/additional deductions for the Collections Department.
•Assisted with the Collections Department Supervisor to comply with the collections processed.
•Assisted associates with payment options.
•Reviewed collections processed and forward them to the Legal Department or to the Investigators.
SUPERVISOR, BILINGUAL CUSTOMER SERVICE DEPARTMENT, XACTS TELESOLUTIONS, UNITY, ME 08/2005-05/2008
•Trained all Customer Service Agents’ including recurrent training and ongoing performance feedback.
•Contributed to the development of protocols and procedures for the establishment of the Bilingual Customer Service Department.
•Analyzed call volume and average call time, monitoring CSA’s performance and productivity, and took actions needed to address areas in need of improvement.
•Trained and coach Team Leaders to move forward in customer service supervision roles.