Call Center Customer Service

Nora L. Herrera-Lindsay

*** ******** ****** **. • Apt. 89 • Athens, GA 30606 • 706-***-**** • **********@*****.***

Summary

I have solid understanding of business administration, communication, organizational, and customer service skills. Certified to train in finances, management, marketing, and business operations. Able to work well individually or as a team. Possess strong organizational and communication skills. Fully bilingual (English and Spanish)

Education

Universidad del Turabo 09/1994 - 09/1998

Business Administration

Professional Experience

Athens Neighborhood Health Center 01/2023 - Present

Lead Call Center Representative

Call Center Start-up; interviewing & hiring personnel.

Manages and oversees and monitors a team of call center employees.

Develop and implement call center strategies and operations.

Motivate and support agents through feedback and communication.

Measures KPI’s line inbound calls, call waiting, and call abandonment.

Ensuring that the team goals are met and making performance assessments for each member.

Prudential Retirement 11/2021 – 09/2022

Customer Service Agent

Receive, evaluate, and answer inquiries.

Ability to learn, retain, information given by participant and assist with solution on numerous products across

several different annuity, retirement, and pension plans

Handling complaints and responding to participant’s inquiries

Use computerized system for tracking, information gathering, referrals, routing transactions and/or trouble shooting.

Answer product, account policy and service inquiries, resolve problems, and promote products and services by responding orally and/or in writing.

Assist with updating and/or changing address, bank info, tax, phone, email,

Providing participant’s W-2, 1099R and verification of income via mail, email, or fax

Duke Energy 06/2021 - 11/2021

Customer Service Agent

Resolving issues and troubleshooting technical problems

Answering questions about invoices and products

Processing orders and transactions

Handling complaints and responding to customer’s inquiries

Updating customer’s addresses, banking info & profile

Assist customers with starting and ending electric power

Nora L. Herrera-Lindsay

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Lindsay Trust Organization 07/2018 - 06/2021

Assistant Leasing Consultant

Receive incoming phone calls from prospects in a professional and welcoming manner and assist them in visiting the community.

Check the answering service for messages and follow up on all messages, as necessary.

Visually inspect entire property (office, models, compactor, vacant units, and amenity areas) daily for cleanliness and overall appearance.

Assist in cleaning and vacuuming apartment homes, as well as cleaning apartments to bring to resident ready standards, when needed.

Verify applications and process files quickly through phone calls and correspondence.

Prepare all paperwork needed before submitting lease files for verification.

Lease apartments to qualified prospects, schedule move-ins and escort future residents to an apartment home and to all amenity areas.

Christian Family Car 09/2017 - 07/2018

Visitation Case Aide

Manage all aspects of child-parent-family visits, documenting interactions between parent-child.

Provide and coordinate transportation for clients, conduct site visits related to child protective services.

Provide services to children and families in culturally relevant and linguistically appropriate manner.

Supervises parental visits and generate summaries of visits.

Athens Neighborhood Health Center 08/2014 - 08/2017

Health Insurance Navigator/Translator

Assist consumers, small businesses, and their employees as they look for health coverage options through the Marketplace.

Assist consumers to complete application, eligibility, and enrollment forms.

Conduct public education about the availability of qualified health plans.

Canvass door to door and other direct contacts with individual community members.

Provided interpreting/translating services to Spanish speaking patients.

Assisted in the front office in supervising the office staff, assisted in registering patients, made appointments, received, and posted patients payments.

Goodwill of NE Georgia 11/2005 - 08/2014

Business Trainer/Employment Specialist

Trained a diverse group of individuals in areas of organization, management, finances, marketing, promotion, and business start-up through NegocioNOW programs.

Planned and organized instructional methods in ways that maximize student learning.

Modify, where appropriate, instructional methods and strategies to meet diverse student needs.

Developed training aids such as the internet, PowerPoint presentations, and interactive technology.

Encourage the development of communication skills and thinking skills through assignments.

Contribute to the selection and development of instructional materials in accordance with course objectives.

Developed, updated, and post course syllabus in a timely manner.

Assisted students to develop and complete small business development plans.

Nora L. Herrera-Lindsay

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JMS Tax Services Plus, LLC 11/2006 - 09/2014

Owner

Prepared state and federal returns for individuals and small businesses.

Managed, developed, and mentored staff through formal reviews.

Prepared payroll, trained staff, reviewed and evaluated work.

Provided continued training and updates on various financial laws, federal privacy laws and industry related regulations to guarantee compliance of policies and procedures.

Build new and existing clientele.

Skills

Bilingual (English/Spanish)

Communication Skills

Conflict Resolution

Customer Service

Hiring/Interview Skills

Interpersonal Skills

Leadership

Microsoft Suite

Organizational Skills

Outbound & Inbound Calling

Problem-solving

Time Management

Training Skills

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