Customer Service Team Leader with 22 Years Experience

LAUREND REYES

**W*** Old La Fox Rd, Saint Charles, IL 60175 (H) 224-***-**** ************@*****.***

Professional Summary

Service-oriented team lead with 22 year background in customer service. Core competencies include listening, problem solving and independent as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency.

Skills

customer and personal service

critical thinking

bilingual

active listening

service orientation

Experience

Team Lead 04/13 to 11/2017

Apple Vacations -Elk Grove Village, IL

Collaborate with other departments as necessary to meet customer requirements, to take advantage of sales opportunities.

Develop an understanding of customers' needs and take actions to ensure that such needs are met. * Support reservations department with error messages and special requests, such as specific flights or open jaws and deviations.

Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

Check to ensure that appropriate changes were made to resolve customers' problems.

Refer unresolved customer grievances to designated departments for further investigation.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Behavioral Health medical assistant and office manager 07/2008 to 04/2013

Aunt Marthas Youth Services – Carpentersville, IL

Issue medications from dispensary and maintain records in accordance with specified procedures.

Take and record measures of patients' physical condition, using devices such as thermometers or blood pressure gauges.

Restrain violent, potentially violent, or suicidal patients by verbal or physical means as required.

Interview new patients to complete admission forms, to assess their mental health status, or to obtain their mental health and treatment history.

Contact patients' relatives to arrange family conferences.

Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.

Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.

Receive payment and record receipts for services.

Transmit information or documents to customers, using computer, mail, or facsimile machine. Hear and resolve complaints from customers or the public.

Schedule appointments and maintain and update appointment calendars.

Perform administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers to work with pay records, invoices, balance sheets, or other documents.

File and maintain records.

Collect, sort, distribute, or prepare mail, messages, or courier deliveries.

Keep a current record of staff members' whereabouts and availability.

Education

Real Estate brokers course completed 04/2020 with Inland Real Estate School

certified nursing assistant : 04/2013

Nursing Ambria College of Nursing - Hoffman Estates, IL

high school diploma: 06/1997

Lansing Eastern High School - Lansing, MI

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