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
1
1
Certification
Work History
Customer Service Especialist, Taxpayer Contact C
Direccion Genera De Impuestos Internos
Dominican Republic
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.
- Utilized CRM software to track customer interactions, ensuring consistent follow-up and issue resolution.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- 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.
Administrative Assistant
Baninter Administrative Settlement Commission
Dominican Republic
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.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Drafted correspondence and other documents for CEO and department heads in company's voice.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
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)
- Data Entry
- Computer Proficiency
- Research
- Staff education and training
- Complaint resolution
Languages
English
Limited
Spanish
Native/ Bilingual
Affiliations
- Professional Technical Bachelor in Administration and Commerce, Mention in Secretariat and Commercial Accounting.
Certification
- Courses and Workshops
- Professional Technical Bachelor in Administration and Commerce, Mention in Secretariat and Commercial Accounting.
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeWork Location
RemoteOn-SiteImportant To Me
Healthcare benefitsWork from home optionPaid time offPaid sick leave401k matchPersonal development programsTimeline
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
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
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
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