Melissa PAEZ

V

Virtual Assistant– Andes

Feb 2024 - Current (2 years 4 months)

Responding to emails, calls, and messages. Communicating with clients, vendors, and team members. Drafting, proofreading, and sending emails or reports. Managing calendars and scheduling appointments. Handling email management, responding to routine inquiries, and organizing inboxes. Booking travel arrangements (flights, hotels, car rentals). Data entry and maintaining databases or CRM systems. Handling personal tasks like event planning or reminders for important dates. Organizing personal schedules and appointments.

Call center Agent

Foundever

Mar 2023 - Jan 2024 (11 months)

Handled continuous flow of daily inbound and outbound calls with consistency and calm attitude. Met or exceeded individual productivity and quality assurance objectives. Documented information from callers to update records and keep notes on current issues. Communicated appropriate options to resolve issues and escalated higher-level problems to supervisor for immediate assistance. Performed and met call handling standards in fast-paced call center environments. Listened actively to complaints, feedback and feature requests for future improvement. Entered and updated customer data to create and modify account information. Referred complex cases requiring further attention and follow-up to appropriate personnel. Recorded customer interaction

U

Call center Agent

UNITED VENTURES

Sep 2022 - Feb 2023 (6 months)

Handle incoming calls from customers promptly and professionally. Respond to customer inquiries regarding products, services, account information, and policies. Resolve customer complaints, problems, and requests in a courteous and efficient manner. Accurately enter and update customer information and interactions in the company's database or CRM system. Follow up with customers as needed to ensure their issues are resolved and their needs are met. Adhere to quality standards and call center policies to ensure high-quality service and customer satisfaction. Used problem-solving tactics to analyze and troubleshoot customer challenges. Multitasked to resolve inquiries in real time, whilst giving customers full attention. Recorded customer int

L

Lead Agent

Longport–

Mar 2020 - Aug 2022 (2 years 6 months)

Supervise a team of agents, including assigning tasks, monitoring performance, and providing feedback and coaching. Assist in training new agents and providing ongoing training and development for the team to enhance their skills and knowledge. Prepare reports on team performance, customer feedback, and other relevant metrics, and analyze data to identify trends and areas for improvement. Handle complex or sensitive customer interactions, demonstrating professionalism and empathy. Ensure accurate and complete documentation of customer interactions and resolutions in the CRM system. Use email to communicate with team members, clients, and other stakeholders. This includes sending updates, notifications, and important information. Utilize Exc

L

Passenger Service Agent

Longport–

Aug 2015 - Feb 2020 (4 years 7 months)

Assist passengers with check-in procedures, including issuing boarding passes and checking baggage. Provide boarding announcements, assist passengers with boarding, and ensure timely and orderly boarding processes. Provide excellent customer service by addressing passenger inquiries, resolving issues, and ensuring passenger comfort and satisfaction. Provide passengers with information about flight schedules, delays, gate changes, and other relevant information. Assist passengers with baggage check-in, handling, and claim processes, including tagging and tracking baggage. Ensure passengers comply with security procedures and regulations, such as ID checks and screening processes. Assist passengers with special needs, such as unaccompanied mi

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