Iliana Sojo Pagán
Tolland
Summary
Explored positions aimed at applying skills, advancing career trajectory, and gaining valuable industry experience.
Overview
18
18
years of professional experience
Work History
Customer service representative
Encanto Restaurants
Mayagüez, P.R.
01.2023 - Current
- Resolved customer inquiries efficiently, ensuring satisfaction and fostering loyalty.
- Collaborated with kitchen staff to address special requests or dietary restrictions promptly.
- Mentored junior representatives, promoting best practices in customer engagement and support.
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Cleaner
Finca Monte Verde
Las Marías
01.2019 - 01.2022
- Ensured cleanliness and sanitation of facilities, adhering to health and safety standards.
- Operated cleaning equipment efficiently, maintaining high-quality service delivery.
- Enhanced workplace cleanliness by performing thorough daily cleaning tasks, including sweeping, mopping, and dusting.
- Cleaned and sanitized bathrooms, kitchens and other similar areas according to established protocols.
- Removed trash, debris and other waste materials from premises.
- Provided assistance to other staff members with cleaning of difficult areas.
Office Clerk
Municipality of Las Marías
Las Marías, P.R.
09.2012 - 12.2012
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Responded to inquiries from callers seeking information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Maintained composure in stressful situations and continued to provide helpful and kind guest services for fantastic customer satisfaction.
- Maintained an organized and clean office environment to boost staff productivity and overall morale.
Office Clerk
Municipality of Las Marías
Las Marías, P.R.
06.2008 - 07.2008
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Responded to inquiries from callers seeking information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Maintained composure in stressful situations and continued to provide helpful and kind guest services for fantastic customer satisfaction.
- Maintained an organized and clean office environment to boost staff productivity and overall morale.
Education
Tourism Course - undefined
Las Marías Municipality
Las Marías06-2015
Short pre-vocational course - Basic Windows course
Las Marías
Las Marías, P.R.06-2013
Certificate in Medical Secretarial Studies - Billing
Instituto de Banca y Comercio
Mayagüez, P.R.08-2011
Skills
- Utilized basic computer skills for effective task completion
- Assisted in bilingual communication between English and Spanish speakers
- Supported medical office procedures to enhance operational efficiency
- Produced medical documents with attention to detail
- Facilitated manual and electronic billing processes
- Maintained filing systems in alphabetical, chronological, numerical, and geographical order
- Demonstrated organization skills in managing daily responsibilities
- Exhibited responsibility in all job functions
- Arrived punctually to all scheduled commitments
References
Available upon request.
Languages
English
Advanced (C1)
Spanish
Advanced (C1)
Timeline
Customer service representative
Encanto Restaurants
01.2023 - Current
Cleaner
Finca Monte Verde
01.2019 - 01.2022
Office Clerk
Municipality of Las Marías
09.2012 - 12.2012
Office Clerk
Municipality of Las Marías
06.2008 - 07.2008
Tourism Course - undefined
Las Marías Municipality
Short pre-vocational course - Basic Windows course
Las Marías
Certificate in Medical Secretarial Studies - Billing
Instituto de Banca y Comercio