Johany Kock Díaz
Dorado
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Sharp and energetic travel agent successful at troubleshooting and handling customer support quickly. Bilingual and well-traveled with active listening and interpersonal skills.
Overview
8
8
years of professional experience
Work History
Bilingual Customer Service Representative/Live Agent
Conduent: Mission Critical Services & Solutions
06.2023 - Current
- Responded to telephone inquiries and complaints following standard operating procedures.
- Recommended product offerings to meet customers' changing needs.
- Processed orders accurately and efficiently while meeting deadlines.
- Effectively managed multiple calls simultaneously while maintaining quality service.
- Adapted communication style based on individual customers' needs.
- Maintained confidentiality of sensitive customer information at all times.
- Answered incoming customer inquiries in a timely and professional manner.
- Demonstrated ability to prioritize tasks and manage time effectively.
- Resolved customer complaints quickly and efficiently.
- Collaborated with other departments to resolve complex customer inquiries.
- Provided technical support to customers via phone, email, and chat.
- Maintained accurate records of customer interactions, transactions and comments utilizing various computer systems.
- Referred unresolved customer grievances to designated departments for further investigation.
- Asked open-ended questions to assess customer needs.
- Stayed up-to-date on new features, changes, updates., related to the company's products and services.
Produce/Food Service Clerk: Selector & Dispatcher
SuperMax
07.2021 - 06.2023
- Greeted customers at counter to fulfill requests and answer questions.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Learned other teammates' work tasks to train as backup.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Assisted customers with prompt and polite support in-person and via telephone.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Communicated effectively with customers, coworkers, supervisors and management personnel.
- Resolved any customer inquiries or issues promptly and professionally.
- Provided translation assistance to staff members needing interpretation services between the two languages.
- Maintained a high level of professionalism when handling confidential information.
- Developed strong interpersonal skills while working with customers from diverse cultural backgrounds.
- Managed customer service inquiries in both English and Spanish languages, ensuring accuracy of translations.
Elementary Math Tutor and Test-Prep Tutor
UPR Estudia Contigo: Programa De Tutorías Y Estudios Supervisados En Línea
03.2021 - 05.2021
- Supported students with helpful study habits and exam strategies.
- Used positive reinforcement, repetition, and review to help students master challenging material.
- Explained math concepts in caring and encouraging environment to help kids thrive and learn.
- Utilized diverse teaching strategies and resources to help students better understand math concepts.
- Conducted group tutoring sessions to help students engage active learning and critical thinking skills.
- Created and shared math resources and materials to boost student comprehension.
- Administered and evaluated math assessments to identify areas of strengths and weaknesses.
- Tutored seven students per week in private sessions using detailed lesson plans.
- Collaborated with parents and teachers to cultivate solid support system for academic goal achievement.
- Employed technology such as online resources, calculators., in instruction.
- Conducted periodic assessments to identify areas of weakness or misunderstanding.
- Adapted instruction according to individual differences in learning styles.
- Instructed students on proper use of mathematical tools such as protractors, compasses, rulers.
- Motivated students to learn complex math concepts and achieve higher test scores.
Pre-K, Elementary, General Tutor & Homework Helper
Centro De Tutorias
08.2015 - 03.2021
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
- Gave one-on-one attention to children while maintaining overall focus on entire group.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Applied play-based strategies to provide diverse approaches to learning.
- Consulted with parents to build and maintain positive support networks and support continuing education strategies.
- Educated students in foundational concepts such as shapes, numbers, and letters.
- Incorporated multiple types of teaching strategies into classroom.
- Shifted between formal and informal methods of teaching to keep students engaged.
- Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
- Provided homework assistance using specific curriculum and materials.
- Conducted group tutoring sessions to help students engage active learning and critical thinking skills.
- Responded to email and telephone requests to provide students with specific information.
- Leveraged technology and visual aids to engage students and enhance learning.
- Motivated students with accurate feedback and positive reinforcement.
- Supported students in development of critical thinking skills and perseverance to persist with challenging tasks.
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
Education
Bachelor of Arts - Teaching English To Spanish-Speakers
University of Puerto Rico Río Piedras Campus
San Juan, Puerto Rico06.2023
High School Diploma -
Puerto Rico Christian School
Toa Baja, Puerto Rico05.2017
Skills
- Customer Service
- Ticket Changes
- CRM Software
- Information Updates
- Inbound Customer Service
- Microsoft Office Suite Proficiency
- Database Research
- Problem Resolution
- Collaborative Environments
- Microsoft Office
- Call Volume Analysis
- Conceptual Thinking
- Online Systems
- Livechat Messaging
- Customer Retention Strategies
- Google Drive
- Reading Comprehension
- Spanish Interpreting
- Service Recommendations
- Customer Service and Assistance
- Strong Telephone Etiquette
- Call Center Operations
- Verbal and Written Communication
- Customer Loyalty
- Cultural Awareness
- Interpersonal Communications
- Social Skills
- Behavior Modification
- Conversational Language Acquisition Techniques
- Document Control
- Problem-Solving Ability
- Typing Proficiency
- System Implementation
- Quality Control
- Computer Proficiency
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.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Certificate in Teaching English to Spanish Speakers (Elem Lvl) Certificate in Time Management
- Certificate in Collaborative Learning through Emerging Technologies-Genially
- Certificate in Using Microsoft Forms for Surveys, Data Collection and Evaluations & Assessment
- Certificate in Educational Practice: Collaborative Learning through Emerging Technologies Emerging Technologies - Socrative
Certifications
Travel, learn new languages and their culture.
The reason of why I enjoy to learn new languages along with their cultures during my personal spare time is because I find it nurturing and enriching to learn about new things and make comparisons with my native language and culture.
Languages
Spanish
Native language
English
Proficient
C2
Italian
Beginner
A1
Timeline
Bilingual Customer Service Representative/Live Agent
Conduent: Mission Critical Services & Solutions
06.2023 - Current
Produce/Food Service Clerk: Selector & Dispatcher
SuperMax
07.2021 - 06.2023
Elementary Math Tutor and Test-Prep Tutor
UPR Estudia Contigo: Programa De Tutorías Y Estudios Supervisados En Línea
03.2021 - 05.2021
Pre-K, Elementary, General Tutor & Homework Helper
Centro De Tutorias
08.2015 - 03.2021
Bachelor of Arts - Teaching English To Spanish-Speakers
University of Puerto Rico Río Piedras Campus
High School Diploma -
Puerto Rico Christian School
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