Open to opportunities

Alondra Yacoub

@alondrayacoub

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Bilingual customer service professional with over 5 years of experience.

United States

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What I'm looking for

I am looking for a role that values teamwork, offers growth opportunities, and allows me to leverage my customer service expertise.

As a bilingual customer service professional with over five years of experience, I have honed my skills in both remote and in-person roles. My expertise lies in live chat and email support, where I have consistently exceeded performance metrics and resolved customer inquiries efficiently. I pride myself on my ability to generate high client satisfaction, which is reflected in my 70% first-contact resolution rate and a 25% improvement in customer satisfaction scores during my tenure at Accenture.

Throughout my career, I have demonstrated adaptability and attention to detail, whether managing over 50 calls and chats daily or coordinating property management tasks at Miami Spring Condos. My experience as a Sales Representative at Rubio Developments LLC, where I closed over 100 contracts and generated more than 230 leads, showcases my ability to drive results and contribute to team success. I am eager to bring my skills in conflict resolution, CRM tools, and team leadership to a dynamic remote team.

Experience

Work history, roles, and key accomplishments

Customer Service Agent

Accenture

Nov 2022 - Jul 2024 (1 year 8 months)

Handled over 50 calls and chats daily for health and dental insurance customers, achieving a 70% first-contact resolution rate. Improved customer satisfaction scores by 25% and maintained accurate records while contributing to service process enhancements.

Live Chat Email Support CRM Tools Conflict Resolution Data Entry Customer Satisfaction Process Improvement

Property Manager & Customer Service Associate

Miami Spring Condos

Jan 2022 - Sep 2022 (8 months)

Resolved resident issues promptly and professionally, ensuring high tenant satisfaction. Managed rental payments and documentation, and coordinated repairs and property inspections.

Property Management Customer Service Conflict Resolution Documentation Payment Processing Property Inspections

Sales Representative & Lead Generator

Rubio Developments LLC

Nov 2020 - Dec 2021 (1 year 1 month)

Closed over 100 contracts and generated more than 230 leads, significantly contributing to sales targets. Assisted in onboarding and training over 10 sales representatives, and managed customer inquiries via email and CRM systems.

Sales Lead Generation Customer Relationship Management (CRM)Email Communication Training Development

Online Sales & Customer Support

Amazon (Family Shop)

May 2019 - Sep 2020 (1 year 4 months)

Managed order processing, refunds, and returns via email and chat, ensuring efficient resolution of customer issues. Resolved product issues, tracked shipments, and handled payment discrepancies, maintaining high responsiveness across multiple communication channels.

Online Sales Customer Support Order Processing Live Chat Email Support Shipment Tracking

Customer Service Rep & Personal Trainer

Fusion Fit

Jun 2018 - Mar 2019 (9 months)

Oversaw the customer service desk and payment processing, ensuring smooth operations. Handled all client issues, records, and retention follow-up, contributing to client satisfaction and loyalty.

Customer Service Payment Processing Client Management Record keeping Customer Retention Personal Training

Education

Degrees, certifications, and relevant coursework

Millennia Atlantic University

Bachelor of Business Administration, Business Administration

2020 -

Currently pursuing a Bachelor of Business Administration, focusing on advanced business principles and management strategies. Developing expertise in various aspects of business operations and administration.

Miami Dade College

Associate of Arts in Business Administration, Business Administration

2016 - 2019

Completed an Associate of Arts in Business Administration, gaining foundational knowledge in business concepts and practices. Developed essential skills in business management and administration.