Customer Service Representative

Resolved inbound customer purchase-order inquiries through email, delivering accurate and timely support. Documented case details in JD Edwards to maintain complete and compliant customer records.

De-escalated sensitive customer concerns by coordinating with sales representatives on purchase-order questions. Assisted with shipping sandpaper samples from Mexico, including form completion, tracking-number communication, and estimated delivery-date updates for abrasive rolls and sandpaper sheets.

Provided comprehensive customer support for HopSkipDrive, a student transportation service, helping resolve inquiries and maintain customer satisfaction. Supported customers through client calls before transitioning to back-office operations.

Managed email correspondence and created support tickets for incoming requests. Coordinated with drivers regarding children's ride schedules and guided prospective drivers through the application process.

Analyzed sales-agent interactions to improve call quality and identify opportunities for stronger customer communication. Conducted detailed evaluations of calls against quality expectations.

Prepared audit reports and delivered actionable insights to management. Identified training needs based on evaluation findings and contributed to improved team performance.

Provided client support through inbound calls, ensuring clear communication and reliable service delivery. Assisted customers with scheduling healthcare appointments.

Coordinated appointments for mammograms, CT scans, and MRIs. Managed scheduling details accurately to support a seamless patient experience.

Provided customer support for Altice Mobile and Optimum through chat-based communication. Resolved billing concerns, applied discounts, supported service purchases, and processed cancellations and refunds.

Assisted customers with phone configuration and coordinated technician visits when needed. Used effective communication and problem-solving to maintain customer satisfaction.

Assisted with the development and implementation of marketing campaigns for Blue Mall. Supported day-to-day marketing and store-operation activities.

Conducted daily shopping-center walkthroughs to collect information on promotional strategies. Provided logistical support to store operations and promotional initiatives.

Completed Administrative Assistant training (160 hours), Writing and Composition coursework (120 hours), Microsoft Excel Professional coursework (180 hours), an intensive Business Files and Documents Management course, and related business administration training.

Completed a Bachelor of Arts program in Marketing Administration in Santo Domingo, Dominican Republic.

Completed high school education in Santo Domingo, Dominican Republic.