LIDIA OCHOA
Queens,NY
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Maximus / COVID 19 Vaccination Hotline
remote
02.2021 - 08.2021
- Responded to customer inquiries received by telephone, Interactive Voice Response (IVR), or web based portal regarding information on programs and services.
- Provided callers with an unbiased presentation of programs to assist customers with application and eligibility requirements and program questions.
- Accessed, read, interpreted, and performed some updates to customer data elements.
- Recorded customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken
- Followed standard operating procedures to ensure consistency and accuracy.
- Communicate with supervisor regarding any potential needs or concerns.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Created COVID-19 Vaccine Appointment, going through the process of qualification, address, and convenience, then proceeded to create appointment asking all needed questions to proceed.
Call Center Representative
Elara Caring, Part of Allen Health Care Services
Forest Hills
12.2017 - 09.2019
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Gathered and documented all information, assessed and fulfilled callers' needs, educating on important policies and procedures to callers and followed-up through email with supervisor and coordinator.
- Supported productivity increase and business growth through new hire training.
- Learned and maintained in-depth understanding information and other department's procedure, providing knowledgeable responses to diverse questions.
Food Service Representative/ Baker Assistant/ Barista
Avenues-The World School
New York
08.2016 - 03.2017
- Developed strong familiarity with product attributes and benefits to better communicate them to customers.
- Replenished condiments, beverages and supplies while maintaining cleanliness of service areas.
- Learned other teammates' work tasks to train as backup.
- Greeted customers at counter to fulfill requests and answer questions.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Provided superior customer service to promote guest satisfaction, brand loyalty and consistent revenue.
- Prepared all pastry items in accordance with standards of quality, quantity control, taste and presentation.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
Cashier/Bakery Clerk/ Deli Clerk
Foodtown
Hollis
07.2015 - 06.2016
- Answered questions about store policies and addressed customer concerns.
- Stayed current on available products, store promotions and customer service policies to better serve shoppers.
- Pleasantly greeted customers and provided prompt and courteous service.
- Arranged bakery displays to showcase baked goods, cakes and pies to drive product sales.
- Monitored counter and display inventory by replacing stock and requesting new products from kitchen to keep areas well-stocked for maximum sales.
- Assisted bakers with procuring necessary ingredients from inventory area during high-volume periods with demanding order levels.
- Listened to customer requests and suggested additional menu items as appropriate to upsell products.
- Delivered exemplary customer service to guests, even in peak business periods to promote retention.
- Prevented food spoilage by monitoring dates, rotating stock and following proper storage procedures.
Cashier/Expediter/Barista/Customer Service Representative
Au Bon Pain LaGuardia Airport
Flushing
05.2013 - 05.2015
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Stocked, tagged and displayed merchandise as required.
- Wiped, sanitized and maintained floors, facility and equipment to adhere with company standards and procedures.
- Maintained clean and attractive product displays to entice customer purchases.
- Exceeded customer expectations by providing welcoming environment and prompt and friendly service to people of diverse backgrounds.
- Trained new cafe workers in sales, customer service and safety.
- Assisted customers with product selection by answering questions about food ingredients and nutritional value.
- Maintained speed of service for food orders while minimizing errors and complaints.
- Assisted wait staff with timely food delivery and guest requests.
- Offered product samples, answered questions and helped customers find items.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Education
Associate degree - Nutrition & Culinary Management
LaGuardia Community College
06.2020
Skills
- Calm and Professional Under Pressure
- Customer Retention Strategies
- Upbeat and Positive Personality
- Building Customer Trust and Loyalty
- Interpretation and Translation Services
- Customer Service and Assistance
- Educational Opportunities
- Call Documentation
- Microsoft Exchange & Excel
- Efficient and Detail-Oriented
- Problem Anticipation and Resolution
Languages
Spanish, English
Native language
Portuguese
Upper intermediate
B2
Timeline
Customer Service Representative
Maximus / COVID 19 Vaccination Hotline
02.2021 - 08.2021
Call Center Representative
Elara Caring, Part of Allen Health Care Services
12.2017 - 09.2019
Food Service Representative/ Baker Assistant/ Barista
Avenues-The World School
08.2016 - 03.2017
Cashier/Bakery Clerk/ Deli Clerk
Foodtown
07.2015 - 06.2016
Cashier/Expediter/Barista/Customer Service Representative
Au Bon Pain LaGuardia Airport
05.2013 - 05.2015
Associate degree - Nutrition & Culinary Management
LaGuardia Community College
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