Elba Espejo
Oakville,ON
Summary
Proven track record in enhancing customer satisfaction and retention at Direction General De Impuestos Internos, leveraging expertise in CRM software and exceptional communication skills. Spearheaded initiatives that reduced call wait times and improved service quality, demonstrating a commitment to excellence and a results-driven approach. Knowledgeable and dedicated customer service professional with extensive experience in Taxpayer and Card Sales, Administrative Assistant, Customer Service Specialist, Contact Center Representative industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
16
16
years of professional experience
Work History
Customer Service Especialist, Taxpayer Contact C
Direccion Genera De Impuestos Internos
04.2011 - 09.2022
- Handled approximately 150 inbound calls during high volume season while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
- Enhanced customer experiences by providing timely and accurate information on products and services.
- Implemented process improvements that led to reduced hold times and higher first-call resolution rates.
- Actively contributed ideas during team meetings focused on enhancing internal processes and workflows for superior support outcomes.
- Utilized CRM software to track customer interactions, ensuring consistent follow-up and issue resolution.
- Participated in cross-functional projects aimed at improving overall business operations and service delivery.
- Facilitated training sessions for new hires, instilling best practices in customer service excellence.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
- Implemented and developed customer service training processes.
- Sought ways to improve processes and services provided.
- Created and maintained detailed database to develop promotional sales.
Administrative Assistant
Baninter Administrative Settlement Commission
10.2006 - 09.2008
- Answered 20 calls on multi-line telephone system, transferring calls, delivering messages to staff, and assisting with administrative tasks.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promote positive work environment through effective communication skills and fostering professional relationships between colleagues, collaborating in area of activities to build a special climate for colleagues.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Drafted correspondence and other documents for CEO and department heads in company's voice.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
Education
Courses And Workshop - Administration Studies
Direccion General De Impuestos Internos
Dominican Republic09.2022
No Degree - Business Administration
UNAPEC
Dominican Republic05.2012
High School Diploma -
Colegio Cristo De Los Milagros School
Dominican Republic07.2001
Skills
- Customer Service
- Call center experience
- Customer Relationship Management (CRM)
- Problem Resolution
- Complaint resolution
- CRM Software
- Data Entry
- Computer Proficiency
- Microsoft Office Suite
- CRM system proficiency
- Research
- Staff education and training
Languages
English
Limited Working
Spanish
Native or Bilingual
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Service Especialist, Taxpayer Contact C
Direccion Genera De Impuestos Internos
04.2011 - 09.2022
Administrative Assistant
Baninter Administrative Settlement Commission
10.2006 - 09.2008
Courses And Workshop - Administration Studies
Direccion General De Impuestos Internos
No Degree - Business Administration
UNAPEC
High School Diploma -
Colegio Cristo De Los Milagros School
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
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