Customer Support
Resume:
Katiuska Alicea de León
Customer Service Ambassador
Los Angeles, CA 787-***-**** **************@*****.*** LinkedIn: Katiuska Alicea website: www.katiuskaalicea.com TECHNICAL SKILLS
MS Excel, Office 365 Suite, Bilingual English/Spanish, Zendesk, Sage Accounting, MS Project, Zoho Projects, Adobe Illustrator, Asana, Trello, Github, Slack, MS Teams, Lucid Chart, Google Suite EXPERIENCE
Three Point Capital, Los Angeles, CA - Analyst Aug 2018 - May 2022
● Lead the review of financial binders of commercial productions for completeness, searching for invoices where necessary, and preparing production teams for state audits in an effort to receive rebates
● Designed and programmed excel sheets that applied the state rules to a worksheet that calculated and returned the tax incentive amount for commercial productions.
● Utilized Salesforce to generate various summary reports and automations that assisted in the collection of missing documentation required for the state audit
Berlitz Languages, Beverly Hills, CA - Client Relations Specialist June 2017 - Mar 2018
● Promoted positive customer relations and ensure customer satisfaction
● Achieved a customer re-enrollment rate of 85%
● Entered and managed information in Learning Center Management System
● Prepared and reconciled payroll and other financial reports Hulu LLC, Santa Monica, CA - Viewer Experience Advocate Mar 2017 - June 2017
● Assisted customers with billing issues and achieved a 95% rate of customer retention
● Troubleshooted devices by helping a majority of novice subscribers navigate unfamiliar app UI, find the root issue and implement a course of action to solve it
Tecnofor, San Juan, Puerto Rico - Operations Manager Jan 2015 - Jan 2017
● Oversaw the delivery of product to the client from order creation to course delivery
● Hired, onboarded and trained a team of 5 Microsoft Office Suite instructors, providing consistent mentorship to ensure team success, and learning experience improvements
● Worked closely with instructors to provide special accommodations for students when necessary
● Collaborated with the sales team in the creation of promotions and learning programs and increased customer engagement on the website by 60%
● Minimized by 50% bookkeeping processes by identifying redundant steps AON Hewitt, San Juan, Puerto Rico - Retirement and Medicare Specialist Sept 2010 - Jan 2013
● Provided over the phone assistance to client’s employees on choosing medical, dental, life insurance and other health and wellness options for the plan year and life qualifying events
● Answered an average of 60 calls per day, with a customer satisfaction rate of 92%
● As a senior specialist, I coached a group of 4 staff in plan policies rules, of whom 50% received promotions EDUCATION
Lambda School, Full Stack Web Development Nov 2021 Universidad de Puerto Rico, Rio Piedras Campus, BA in Arts Business Administration May 2008
Contact this candidate