Mayra Bui
Adelanto
Summary
Adept at crisis management and customer service, I enhanced Kaiser Permanente's incident resolution efficiency and customer satisfaction. My expertise in critical thinking and active listening, coupled with a track record of fostering strong relationships and driving continuous improvement initiatives, positions me as a valuable asset to any team.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
23
23
years of professional experience
Work History
Incident Management Specialist III
Kaiser Permanente
07.2016 - Current
- Played a pivotal role in crisis management efforts, coordinating resources and serving as a trusted advisor to senior leadership during high-profile incidents.
- Increased customer satisfaction ratings by effectively addressing and resolving critical incidents in a timely manner.
- Improved service quality, consistently meeting Service Level Agreements through diligent monitoring of incident queues.
- Enhanced organizational resilience by conducting thorough risk assessments and recommending mitigation strategies.
- Reduced incident resolution time with efficient coordination of cross-functional teams and timely communication.
- Served as an escalation point for complex or unresolved issues, applying expertise in problem-solving techniques to achieve successful outcomes.
- Facilitated regular review meetings with key stakeholders, fostering open dialogue around ongoing incidents and resolution progress.
- Collaborated with IT teams to implement solutions that minimized system downtime and improved overall network stability.
- Trained new team members on incident management procedures, ensuring consistent application of best practices across the organization.
- Implemented continuous improvement initiatives, refining incident management processes to drive efficiency gains.
- Established strong relationships with internal and external partners, fostering collaboration during major incidents resolution efforts.
Customer Service Representative
AT&T
09.2001 - 11.2015
- 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.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Documented and detailed calls and complaints using call center's CRM database.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma -
Fairgrove Adult School
La Puente, CA06-1996
Skills
- Customer service
- Active listening
- Payment processing
- Critical thinking
- Data entry
- Complaint resolution
- Customer relations
- Problem resolution
- Client relations
- Relationship building
- Customer satisfaction measurement
- Microsoft outlook
- Follow-up skills
- Clerical support
- Dispute resolution
Languages
Spanish
Native or Bilingual
Timeline
Incident Management Specialist III
Kaiser Permanente
07.2016 - Current
Customer Service Representative
AT&T
09.2001 - 11.2015
High School Diploma -
Fairgrove Adult School
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