Ellene Tsalmanis
Costa Mesa
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhancing customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
As a customer service professional, I bring valuable experience in addressing and resolving customer issues effectively. Known for a strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Friendly and adaptable with a strong ability to communicate effectively and resolve issues efficiently. Knowledge of customer service principles and proficiency in using digital communication tools, ensuring seamless interactions and prompt problem-solving. Committed to delivering exceptional service and enhancing customer satisfaction through attentive and personalized support.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
TKO SALES
Pompano Beach, FL
06.2017 - 11.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating the company website and placing online orders, improving overall user experience.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive client feedback.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
Bilingual Call Center Agent
Convergys
Bogota, Colombia
11.2016 - 01.2017
- Regularly reviewed personal performance metrics to identify areas for improvement, leading to consistent growth in key indicators over time.
- Navigated multiple software applications simultaneously during calls for efficient information retrieval and data entry tasks.
- Adapted communication style according to caller's requirements, promoting clear understanding between parties involved.
- Escalated complex issues to appropriate departments, ensuring timely resolution and customer satisfaction.
- Handled sensitive information with utmost discretion, adhering strictly to privacy regulations and company policies.
- Streamlined call handling processes for increased productivity and reduced average call duration.
Senior Caregiver
Sunrise Senior Living
Mission Viejo, CA
03.2010 - 01.2011
- Offered companionship and kindness to elderly patients.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted patients with daily living activities, ensuring their safety and wellbeing.
- Supported mobility needs of patients by assisting with transfers, ambulation, and positioning techniques.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Assisted in maintaining a clean and safe environment for patients, completing housekeeping tasks as needed.
Surgical Technologist
Crown Valley Surgical Center
Crown Valley, CA
01.2009 - 01.2010
- Evaluated procedure needs and set up equipment, tools, supplies, and instruments.
- Handled high-pressure situations calmly and efficiently, contributing to the successful completion of critical surgeries.
- Minimized infection risks by strictly adhering to aseptic techniques when handling surgical supplies and equipment.
- Set up operating and surgery rooms by preparing equipment and supplies for upcoming procedures.
- Ensured proper care of surgical instruments through meticulous cleaning, sterilization, and maintenance processes.
- Provided compassionate support to patients experiencing anxiety or discomfort prior to surgery, helping alleviate concerns while maintaining professionalism.
- Decontaminated, cleaned, assembled, packaged, sterilized, stored, and distributed reusable surgical instrumentation and equipment.
- Performed inventory management duties for the operating room supplies, ensuring adequate stock levels at all times.
- Supported surgeons during cosmetic surgeries and general appointments.
Education
Techincal Degree - Surgical Technology
Newbridge College
Santa Ana, CA06-2007
GED -
The University of The State of New York
New York, NY06-2005
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Order processing
- Live chat support
Languages
Spanish
Native or Bilingual
Greek
Elementary
Timeline
Customer Service Representative
TKO SALES
06.2017 - 11.2024
Bilingual Call Center Agent
Convergys
11.2016 - 01.2017
Senior Caregiver
Sunrise Senior Living
03.2010 - 01.2011
Surgical Technologist
Crown Valley Surgical Center
01.2009 - 01.2010
Techincal Degree - Surgical Technology
Newbridge College
GED -
The University of The State of New York