Alondra Polanco
Lawrence
Summary
Dynamic professional with a proven track record at Amazon. Excelled in training facilitation and problem-solving, achieving significant improvements in service quality. Possesses solid understanding of cross-cultural communication and public relations.
Demonstrates strong ability to adapt to new challenges and apply effective problem-solving techniques. Seeking to transition into new field where these transferable skills can drive success and innovation.
Overview
5
5
years of professional experience
Work History
Ambassador
Amazon
02.2024 - Current
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Greeted customers and clients to create welcoming atmosphere.
- Assisted team with operational policies and procedures to drive services.
- Built relationships with key stakeholders, fostering collaboration and understanding between organization and community.
- Coordinated volunteer program for organization, recruiting and training volunteers in best practices.
- Evaluated progress towards achieving mission goals using key performance indicators and implemented necessary changes for continuous improvement.
Customer Service Supervisor
Nissan Auto Mall
05.2021 - 07.2022
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Customer Service Representative
Multiservice B Y M
01.2020 - 03.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and provided backup support for organizational leadership.
Education
CLINICAL PSYCHOLOGY - Clinical Psychology
UASD
SANTIAGO RODRIGUEZ ,KM4 ,SANTA CRUZ DE MAO, REPUBLSkills
- Training facilitation
- Skilled in Microsoft Office and collaboration, adept at driving team success and operational excellence
- Lesson implementation
- Problem-solving
- Collaboration
- Problem-solving abilities
- Excellent communication
- Self motivation
- Microsoft office
- Adaptive learning
- Student records management
Languages
English
Professional Working
Timeline
Ambassador
Amazon
02.2024 - Current
Customer Service Supervisor
Nissan Auto Mall
05.2021 - 07.2022
Customer Service Representative
Multiservice B Y M
01.2020 - 03.2021
CLINICAL PSYCHOLOGY - Clinical Psychology
UASD
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