Kenia Perez
Aurora
Summary
Dynamic customer service professional with extensive call center experience at Spirit Airlines, excelling in problem resolution and active listening. Bilingual in English and Spanish, I effectively manage high-stress situations, enhancing customer satisfaction and driving sales growth through informed recommendations. Proven ability to collaborate across teams and maintain professionalism under pressure.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Avon
Call Center Solutions
04.2024 - 01.2025
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Documented customer service policies, scripts and procedures in both English and Spanish.
- Efficiently processed customer orders, returns, exchanges, and refunds according to established guidelines while maintaining accuracy and thoroughness.
Express
Sales Manager Association
07.2020 - 04.2024
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked effectively in fast-paced environments.
Spirit Airlines
Call Center Agent
03.2016 - 06.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
Sears
Manager,supervisor
02.2014 - 02.2016
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Education
GED -
MyGed
Aurora, CO01-2024
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Multitasking
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Payment processing
- Follow-up skills
- Call management
- Paperwork processing
- Order processing
- Documentation
- Customer relationship management (CRM)
- Fluent bilingualism
- Spanish translation
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Avon
Call Center Solutions
04.2024 - 01.2025
Express
Sales Manager Association
07.2020 - 04.2024
Spirit Airlines
Call Center Agent
03.2016 - 06.2020
Sears
Manager,supervisor
02.2014 - 02.2016
GED -
MyGed
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