Marilin Paredes
Trinidad
Summary
Dynamic customer service professional with extensive experience in delivering exceptional support in restaurant and call center settings. Bilingual in English and Spanish, with proven abilities in conflict resolution, time management, and fostering effective team collaboration. Committed to enhancing customer satisfaction through proactive problem-solving and a positive attitude. Recognized for consistently exceeding performance targets while maintaining a focus on quality service delivery.
Overview
1
1
Certification
4
4
years of professional experience
Work History
Manager
Yannette Restaurant
Harrisburg, PA
06.2023 - 04.2026
- Led a team of 10 in daily operations, enhancing service efficiency and significantly boosting customer satisfaction ratings.
- Implemented cost-control measures, achieving substantial improvements in food cost management and overall profitability.
- Coordinated staff training sessions, fostering a positive work environment and improving team collaboration on service delivery.
- Developed a new inventory tracking system, reducing waste and ensuring timely restocking, contributing to a more streamlined operation.
- Maintained accurate financial records and executed regular audits, ensuring compliance with industry standards and enhancing operational integrity.
Customer Service Rep
Clark Resources
Harrisburg, PA
01.2024 - 09.2025
- Responded to customer inquiries via phone and email, providing accurate information regarding products, services, and account status.
- Resolved customer issues efficiently and professionally, ensuring high levels of satisfaction and retention.
- Documented customer interactions and maintained detailed records in the CRM system for tracking and quality assurance.
- Collaborated with internal departments to troubleshoot and escalate service-related issues when necessary.
- Exceeded daily performance metrics, including response time, resolution rate, and customer satisfaction scores.
Case Management Assistant
Children’s in Need
Boston
12.2021 - 01.2024
- Delivered exceptional customer service by resolving inquiries and complaints efficiently.
- Led initiatives to streamline communication protocols, reducing average call handling time significantly.
- Collaborated with team members to enhance workflow processes, improving overall service delivery.
- Trained new representatives on call handling procedures and company policies, fostering a knowledgeable team environment.
- Monitored call quality metrics to ensure adherence to compliance standards and improve performance outcomes.
- Developed training materials that improved onboarding effectiveness for new hires in the department.
- Utilized CRM software to track customer interactions and manage case resolutions effectively.
Education
Harrisburg Area Community College
Harrisburg 01.2024
Skills
- Customer Service Excellence
- Conflict Resolution
- Multi-line phone management
- Time Management
- POS Systems
- CRM Data Entry & Management
- Verbal & Written Communication
- Problem Solving
- Conflict resolution techniques
- Team Collaboration
- Scheduling & Appointment Setting
- Insurance Policy Knowledge
- Multitasking
- Attention to Detail
Certification
- Notary Public – Commonwealth of Pennsylvania
- In Progress
Languages
English
Spanish
Timeline
Customer Service Rep
Clark Resources
01.2024 - 09.2025
Manager
Yannette Restaurant
06.2023 - 04.2026
Case Management Assistant
Children’s in Need
12.2021 - 01.2024
Harrisburg Area Community College