KIMBERLY SOTO
Summary
Dedicated to optimizing times and service quality with a collaborative and analytical approach. Proficient in typical customer needs, behaviors and preferences, as well as recordkeeping requirements and performance strategies. Educates agents on call control and enhancing customer experiences.
Overview
1
1
Language
6
6
years of professional experience
Work History
Routing Specialist
Helpware
01.2024 - Current
- Coordinated routing schedules for incoming and outgoing patient transportation.
- Analyzed delivery routes to optimize efficiency and reduce delays.
- Managed logistics software to track drivers and monitor performance.
- Collaborated with team members to resolve routing issues promptly.
- Investigated health care provider complaints regarding late or missed patient transport and initiated corrective action.
- Developed training materials for new employees on routing processes.
- Communicated with vendors to ensure timely delivery of supplies.
- Maintained accurate documentation of customer interactions to support team performance and service quality.
- Provide high-quality customer and provider support through inbound and outbound calls.
Call Center Agent
Capitol Bridge
08.2022 - 12.2024
- Verified personal information and coordinated appointment scheduling to support veterans effectively.
- Ensured satisfaction through timely communication and service adjustments.
- Handled escalated calls to ensure resolution of complex customer concerns swiftly.
- Collaborated with team members to enhance service delivery and streamline processes.
- Documented customer feedback to identify trends and recommend actionable solutions.
- Trained new agents on best practices and company policies for improved performance.
- Documented customer feedback to identify trends and recommend solutions effectively.
- Oversaw high-volume operations during peak hours of inbound and outbound customer calls.
Front Desk Receptionist
Marriott Courtyard, Aguadilla
Aguadilla
06.2020 - 08.2022
- Greeted guests warmly and checked them in efficiently.
- Coordinated communication between departments to ensure seamless operations.
- Encouraged Marriott BONVOY memberships while accurately processing financial transactions.
- Addressed guest requests and resolved issues efficiently to enhance satisfaction.
- Promoted Marriott BONVOY memberships and maintained accurate financial transactions.
- Processed payments and managed cash transactions accurately.
- Assisted with guest reservations using hotel management software.
- Answered incoming calls and redirected callers to the appropriate personnel or department.
- Maintained cleanliness and organization of the front desk area.
Education
Bachelor’s in Business Administration -
Interamericana University
AguadillaFine Arts Diploma - Advanced Regents Diploma
The High School of Fashion Industries
Skills
- Logistics software utilization
- Route optimization expertise
- Logistics coordination
- Data analysis
- Transportation management
- Project management
- Project management fundamentals
- Operational performance evaluation
- Route efficiency assessment
- Continuous improvement mindset
- Regulatory compliance knowledge
- Time management
- Problem solving
- Decision-making capacity
- Multitasking efficiency
- Training development
- Team collaboration
- Effective communication
- Strong communication skills
- Customer service
Languages
Spanish, English
First Language
Timeline
Routing Specialist
Helpware
01.2024 - Current
Call Center Agent
Capitol Bridge
08.2022 - 12.2024
Front Desk Receptionist
Marriott Courtyard, Aguadilla
06.2020 - 08.2022
Bachelor’s in Business Administration -
Interamericana University
Fine Arts Diploma - Advanced Regents Diploma
The High School of Fashion Industries