ONELIA NAVARRO
Psychologist
San Pedro Sula,CR
Summary
Adaptable Psychology major, graduated from CEUTEC, with 7.5+ years of work experience. Aiming to leverage a proven knowledge in great customer service skills, quality assurance processes, basic human resources assistant tasks to successfully fill the role at your company. Frequently praised as hardworking by my peers, I can be relied upon to help your company achieve its goals.
Organized and dedicated with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Self-motivated work ethic with ability to perform effectively in independent or team environments.
Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of the tasks the position requires. Motivated to learn, grow and excel.
Overview
2
2
Languages
10
10
years of professional experience
Work History
Lead Manager - Obi 1 Media
Virtual Latinos
07.2020 - Current
- Provided supportive link between external customers and internal operations.
- Successfully managed high volumes of client-facing interactions and established strong rapport with physicians, medical and laboratory staff and patients.
- Oversaw global product development and partner relationships, enabling footprint expansion into new markets.
- Managed the physician´s calendar to book his patients.
- Maintain a high customer service experience for each for the clients as well as their prospect patients.
- Defined clear targets and objectives and communicated to other team members.
- Provide proper follow up to the prospects once they are converted to the physician´s regular patient.
Lead Manager - Seidel Realty LLC
Virtual Latino
San Pedro Sula, Cortés
07.2020 - Current
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Educated customers on the loan process and provided them assistance when completing application.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Developed and delivered engaging sales presentations to convey product benefits.
- Identified client needs, built relationships and overcame objections to drive sales.
- Generated leads for sales and rental properties through cold calls and referrals.
- Handled day-to-day happenings of real estate office, consistently growing client bases and increasing revenue.
Human Resources Assistant
Resource Center
01.2020 - 04.2020
- Villas del Sol.
- Elaborate interview format, job descriptors using the competency model.
- Supervise the team members three times a week.
- Elaborate report on each supervision.
- Elaborate a training plan for each of the clients.
- Elaborate an exit interview to begin a rotation report on each client.
- Create an instrument to evaluate the organizational climate.
- Interview potential candidates and provide follow up.
- Purchase needed office materials.
- Train the collaborators according to the themes selected.
- Administrative Assistance (Sundays only).
Administrator
Cafetería Pan del Cielo, UCENM
San Pedro Sula, Cortés
04.2019 - 03.2020
- Elaborate quotes for the catering services requested by customer.
- Organize billing for tax return.
- Bill the customers that have agreed to acquire the catering services.
- Utilized proven problem-solving methods in accordance with company policy to enhance client satisfaction.
- Made decisions affecting daily operations such as overseeing purchasing and inventory management.
Administrative Assistance
Cafetería Pan del Cielo, UCENM
07.2016 - 04.2019
- Greet and assist customers interested in catering services.
- Help the cashier every 15 and 30 of the month to bill the pending accounts.
- Organize billing for tax return.
- Organize the customer listing, separating the accounts belonging to the cafeteria and catering services.
- Bill the customers that have agreed to acquire the catering services.
- Make listings of necessary products in the kitchen cellar.
Sales Agent and Customer
Startek
07.2014 - 07.2016
- Altia Business Park.
- Researched and customized service proposals for clients.
- Made sure that the services whether cable, internet, and phone exceeded the requirements suggested.
- Answered product questions with up-to-date knowledge of sales and online promotions.
- Politely assisted customers through chat portal and via telephone.
Quality Assurance Analyst
11.2012 - 05.2014
- Collective Solution – Metroplaza.
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
- Developed all process controls and metrics for daily management of the Call Center.
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Customer Service Expert
Collective Solution
San Pedro Sula, Cortés
10.2011 - 11.2012
- Collective Solution – Metroplaza.
- Defused volatile customer situations calmly and courteously.
- Acted professionally and patiently when addressing negative customer feedback.
- Effectively managed a high volume of inbound and outbound customer calls.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Entered customer interaction details in Webpage CRM provided by the client to track requests, document problems and record solutions offered.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Education
B.S - Industrial Psychology
CEUTEC
San Pedro Sula 05.2021 - 05.2021
Consultancy Organizational Development - undefined
Skills
Team leadership skills
undefinedTimeline
B.S - Industrial Psychology
CEUTEC
05.2021 - 05.2021
Lead Manager - Obi 1 Media
Virtual Latinos
07.2020 - Current
Lead Manager - Seidel Realty LLC
Virtual Latino
07.2020 - Current
Human Resources Assistant
Resource Center
01.2020 - 04.2020
Administrator
Cafetería Pan del Cielo, UCENM
04.2019 - 03.2020
Administrative Assistance
Cafetería Pan del Cielo, UCENM
07.2016 - 04.2019
Sales Agent and Customer
Startek
07.2014 - 07.2016
Quality Assurance Analyst
11.2012 - 05.2014
Customer Service Expert
Collective Solution
10.2011 - 11.2012
Consultancy Organizational Development - undefined
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