Family
Joan Ellis Wallace
Informatics Engineering
Heredia
Summary
Professional Summary Experience Process and Goal- oriented, dedicated to high levels of customer satisfaction and meeting aggressive business goals. Passionate about studying how to improve performance. Seeking to leverage data analytical skills to improve corporate performance as a data analyst. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
23
23
years of professional experience
2
2
Languages
Work History
Account Management Specialist
HP Inc
San Pablo
01.2007 - Current
- Manages and coordinate the delivery of professional services to customers and ensured the timely and successful delivery 7of products according to customer needs and objectives
- Achieving financial goals, satisfying company' s KPIs by effectively providing the right solutions to customers’ needs with sense of urgency and ownership
- Operated as the lead point of contact for all matter specific to the account
- Achievements:
- Develop and maintain databases servers
- Kee p customers inform on account management
- Report on KPI (k e y performance indicator)
- Rese arch for information, using source as the Web internal systems
- Support local account re presentative s via joint calls, sales and
- Capability training, and program rollouts
- Improvement and reduction of excess stock and limit spending to critical request only
- Capstone Achievement:
- Be part of the Latam Automation Project te am, in-charge of the re-structuring and updating database, inventory control, accounting and other account serv ice s
- Plus the enabling activation of the account
- CR Site Re cognition Award ( 2018 ), for the imp act of Automation Project across Latam.
- Organized and detail-oriented with a strong work ethic.
- Proven ability to develop and implement creative solutions to complex problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Skilled at working independently and collaboratively in a team environment.
- Gained strong leadership skills by managing projects from start to finish.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Trained staff on operating procedures and company services.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Customer Service Representative
Fujitsu
San Pablo
12.2006 - 07.2007
- Customer management for executive accounts
- Kee p track of customer interactions
- Engage with customer particular situation to prove correct solution
- Recommend improvements in products, packaging, shipping, services, or billing methods and procedures to prevent future issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Responded to customer calls and emails to answer questions about products and services.
- Generated customer service reports to track customer satisfaction.
- Developed and updated databases to handle customer data.
- Attended telephone skills and program information training sessions to boost aptitude.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
Customer Service Executive
Taca Airlines Costa Rica
Alajuela
05.2000 - 01.2006
- Confer with customers by tele p hone or in person to provide information about products or services, take or enter orders, cancel reservations
- Kee p records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Che ck to ensure that appropriate change s were mad e to
- Re solve customers' problems
- Determine char e s for services requested, collect deposits or
- Payments, or arrange for billing.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Described product and service details to customers to provide information on benefits and advantages.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Asked open-ended questions and researched issues in system to resolve various customer billing errors.
- Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Informatics Engineering
U. Politecnica
English as a Second Language Technical deg re e - undefined
Universidad Nacional de Costa Rica
CCNA, Cisco networking technical - undefined
Universidad Técnica Nacional de Alajuela
System Engineering Technical degree - undefined
Universidad Interamerican
Skills
Account Management ( Escalation )Excel skillsContinuous improvement knowledge
Organization and Time Management
Self-Motivated
Data Entry
Teamwork and Collaboration
Critical Thinking
Decision-Making
Excellent Communication
Analytical and Critical Thinking
Dependable and Responsible
Order fulfillment
Strategic sales knowledge
Account management
Key stakeholder relationship building
Problem-solving
Coaching and mentoring
Verbal and written communication
Improvement initiatives
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
Interests
Reading
Movies
Timeline
Account Management Specialist
HP Inc
01.2007 - Current
Customer Service Representative
Fujitsu
12.2006 - 07.2007
Customer Service Executive
Taca Airlines Costa Rica
05.2000 - 01.2006
Informatics Engineering
U. Politecnica
English as a Second Language Technical deg re e - undefined
Universidad Nacional de Costa Rica
CCNA, Cisco networking technical - undefined
Universidad Técnica Nacional de Alajuela
System Engineering Technical degree - undefined
Universidad Interamerican