Iriana Parrilla Hernandez
San Juan
Summary
Proven track record in enhancing customer satisfaction at Popular Bank, leveraging exceptional problem-solving skills and rapport-building abilities. Streamlined issue resolution processes, significantly improving response times. Skilled in verbal and written communication, adept at managing high-stress situations with empathy and efficiency. Demonstrates a strong commitment to professional development and customer service excellence.
Overview
9
9
years of professional experience
Work History
Telephone Customer Service Representative
Popular Bank
04.2022 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Developed rapport with customers through active listening skills, creating an open environment where issues could be discussed freely without judgment or frustration from either party involved.
- Participated in ongoing training programs to stay updated on industry trends, policy changes, and product developments.
- Streamlined issue resolution processes, leading to quicker response times for customers in need of assistance.
- Managed high-stress situations calmly, demonstrating empathy while working towards mutually beneficial resolutions for both the company and the customer.
Sales Representative
Target Rent a Car
07.2020 - 12.2021
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
Teachers Aid
Gersh Academy
08.2019 - 02.2020
- Supported student physical, mental, and social development using classroom games and activities.
- Supported student learning objectives through personalized and small group assistance.
Office Assistant Specialist
Carlos Albizu University
09.2017 - 07.2019
- Developed correspondence letters, memos, and emails.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Supported the hiring process with the preparation of job descriptions, interview scheduling, and onboarding logistics for new employees.
- Contributed to the smooth functioning of daily office tasks by maintaining accurate records and reports.
Sales Associate
TJMax
12.2018 - 02.2019
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
Sales Associate
Costazul Surf Shop
02.2016 - 07.2018
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Education
Masters - Human Resources Management
Universidad Ana G Méndez
Cupey Puerto RicoBachelor - Psychology
Carlos Albizu University
San Juan Puerto Rico 08.2019
Skills
- Complaint resolution
- Building rapport
- Live chat support
- Feedback collection
- Script adherence
- Follow-up calls
- Language proficiency
- Problem-solving skills
- Verbal and written communication
Languages
English
Advanced (C1)
Spanish
Advanced (C1)
Timeline
Telephone Customer Service Representative
Popular Bank
04.2022 - Current
Sales Representative
Target Rent a Car
07.2020 - 12.2021
Teachers Aid
Gersh Academy
08.2019 - 02.2020
Sales Associate
TJMax
12.2018 - 02.2019
Office Assistant Specialist
Carlos Albizu University
09.2017 - 07.2019
Sales Associate
Costazul Surf Shop
02.2016 - 07.2018
Masters - Human Resources Management
Universidad Ana G Méndez
Bachelor - Psychology
Carlos Albizu University
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