Summary
Overview
Work History
Education
Skills
Certification
References
Trainings & Seminars
Languages
Timeline
Receptionist
Paola Ferreras

Paola Ferreras

Guaynabo

Summary

Highly-motivated individual with a strong work ethic, adaptability, and exceptional interpersonal skills. Able to take on new challenges and quickly master new skills while working effectively unsupervised. Possess specialized skills in problem-solving, communication, and conflict resolution. Excel in active listening, empathy, and adaptability, ensuring positive interactions and customer satisfaction. Committed to leveraging these abilities to contribute positively to team goals and enhance customer experiences.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Customer Service Agent

Carelon
Puerto Rico
02.2024 - Current
  • Working with the HEDIS Federal project, performing pre-audits for the U.S. Healthcare plans.
  • Assist customers with inquiries regarding requested documentation and services through phone and email.
  • Resolve customer complaints quickly and efficiently.
  • Maintain a high level of customer satisfaction by providing accurate and helpful responses.
  • Follow up with customers via phone or email after the initial medical record request has been sent to ensure department metrics are achieved.
  • Develop strategies for handling difficult customers effectively while maintaining professionalism.
  • Update customer records in the COTIVITI system accurately with each interaction.
  • Deliver fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Utilize active listening and communication skills to address customer inquiries, and escalate issues to a supervisor.

Senior Retail Manager

M.A.C.
Travel Retail
01.2016 - 01.2019
  • Analyzed financial reports to identify opportunities for cost savings or revenue growth in the retail store.
  • Ensured compliance with company policies and procedures related to safety, security, merchandising standards, cleanliness.
  • Coached, managed and developed teams to provide exceptional service and achieve sales goals.
  • Oversaw retail operations to ensure all stores were operating efficiently and maintaining customer service standards.
  • Met or exceeded fiscal sales goals, maximizing operating budgets.
  • Evaluated job applicants during recruitment process based on qualifications needed for position being filled.
  • Boosted company sales by developing and implementing strategic marketing approaches.
  • Managed visual merchandising, maintaining standards and elevating customer experience.
  • Maintained store staff by recruiting, orienting and training employees.
  • Led employee performance evaluations and rewarded top performers to retain quality personnel.
  • Trained, managed and motivated employees to promote professional skill development.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Evaluated store performance and incorporated feedback to implement improvement plans.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Coordinated with marketing and sales teams to develop promotional strategies for retail store.

Store Manager

M.A.C.
Travel Retail
01.2015 - 01.2016
  • Opened 2 new locations at the Puerto Rico airport
  • Conducted daily store operations, including opening and closing procedures and cash handling.
  • Monitored inventory levels and placed orders to restock shelves.
  • Developed strategies to maximize sales and profitability.
  • Established customer service standards and monitored staff compliance.
  • Organized promotional events to increase product awareness.
  • Resolved customer complaints in a timely manner.
  • Recruited, trained and supervised new employees.
  • Analyzed financial data to identify areas of improvement.
  • Maintained accurate records of employee performance reviews.
  • Created weekly work schedules for store personnel.
  • Prepared monthly reports on sales figures, expenses, profits.
  • Provided feedback on marketing campaigns to improve effectiveness.
  • Monitored employee performance and identified performance gaps for corrective action.
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
  • Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.

Assistant & Store Manager

M.A.C.
Local Market
01.2009 - 01.2015
  • Monitored inventory levels and reordered merchandise as needed.
  • Trained, coached, and mentored new team members on customer service and operational standards.
  • Developed promotional strategies to increase sales and profitability.
  • Scheduled staff shifts to ensure adequate coverage during peak hours.
  • Analyzed sales figures to identify trends and opportunities for improvement.
  • Responded promptly to customer inquiries or complaints regarding products or services.
  • Executed all merchandising directives accurately according to planograms.
  • Supported management team in developing action plans for addressing underperforming areas.
  • Participated actively in the recruitment process for new hires at the store level.
  • Delegated work to staff, setting priorities and goals.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

Education

BBA in Social Media Marketing -

NUC University
05-2026

High School Diploma -

Centro Educativo Superior Vocacional
05.2001

Skills

  • Goal oriented
  • Team player
  • Proven Leadership Skills
  • Problem-solving
  • Team Management
  • Effective Communication
  • Talent Development
  • Bilingual
  • Compassionate Understanding
  • Customer-oriented
  • Active listener
  • Strong Interpersonal Skills
  • Training and mentoring
  • Recruiting and hiring

Certification

Certified Aesthetician

References

  • Rose Rodríguez, Carelon Puerto Rico, HEDIS Manager: (787) 205-5041
  • Josie Wongshing, FARFETCH, Senior Client Manager (former M.A.C. manager): josiewongshing@gmail.com
  • Claudia Handal, Inversiones Sinnon, Santo Domingo: (809) 330.513

Trainings & Seminars

  • Trainer and facilitator of several coaching and leadership seminars
  • Power of Me
  • Leveraging Strengths
  • Leading Effectively

Languages

Spanish
First Language
English
Advanced (C1)
C1

Timeline

Customer Service Agent

Carelon
02.2024 - Current

Senior Retail Manager

M.A.C.
01.2016 - 01.2019

Store Manager

M.A.C.
01.2015 - 01.2016

Assistant & Store Manager

M.A.C.
01.2009 - 01.2015

BBA in Social Media Marketing -

NUC University

High School Diploma -

Centro Educativo Superior Vocacional

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Paola Ferreras