ILEANA MEZA
Maricopa
Summary
Customer Service Professional highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts.
Overview
15
15
years of professional experience
Work History
Solutions Specialist
Credit Acceptance
06.2022 - 07.2025
- Analyzed customer needs to provide tailored financing solutions.
- Implemented strategies to enhance customer satisfaction and retention.
- Conducted presentations on financing options to clients and partners.
- Maintained strong relationships with existing customers by delivering exceptional service and ongoing support as needed.
- Increased productivity by collaborating with management to develop process improvements.
- Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
Bilingual Specialists PC9
Target Headquarters
08.2014 - 04.2021
- Answered an average of 100 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Implemented marketing strategies which resulted in 3% growth of customer base.
- Scored in top 10% of employees in successful resolution of issues
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Directed calls to appropriate individuals and departments.
- Built long-term customer relationships and advised customers on purchases and promotions.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Mastery of customer service management systems and databases.
- Defused volatile customer situations calmly and courteously.
- Identified chronic customer issues by creating and maintaining customer complaint log.
- Managed high call volume with tact and professionalism.
- Initiated operations improvements to improve overall call center productivity.
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Developed all process controls and metrics for daily management of the Call Center.
Front desk Clerical
AHCCCS
07.2014 - 07.2014
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Composed and drafted all outgoing correspondence and reports for managers.
- Oversaw inventory and office supply purchases.
Bilingual Representative
Optum Healthcare
07.2010 - 06.2014
- Effectively managed a high-volume of inbound and outbound customer calls.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Education
Medical Assistant (some college) - Medical Assistant
Brookline College
Phoenix, AZSkills
- Skilled in call center operations
- Customer interface expertise
- Call center metrics decoding aptitude
- Exceptional workflow management
- Adheres to customer service procedures
- Strong problem solving atitude
- Customer service award
- Creative problem solver
- MS Windows proficient
- Quick learner
- Credit card processing
- Financing solutions
- Bilingual communication
Accomplishments
- Consistently commended by superiors for resolving volatile customer situations quickly and courteously.
- Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
- Bilingual Supervisor driven to exceed sales goals and build long term relationships with customers. Delivers positive experiences through high-quality customer care.
Languages
Spanish
Full Professional
Timeline
Solutions Specialist
Credit Acceptance
06.2022 - 07.2025
Bilingual Specialists PC9
Target Headquarters
08.2014 - 04.2021
Front desk Clerical
AHCCCS
07.2014 - 07.2014
Bilingual Representative
Optum Healthcare
07.2010 - 06.2014
Medical Assistant (some college) - Medical Assistant
Brookline College