Zoraida Betancourt
Addison
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Highly skilled Bilingual Customer Service Representative with experience in managing diverse client base, addressing queries and resolving complex issues. Strong communication skills in English and Spanish help build relationships while providing top-tier service. Proven ability to handle high-pressure situations with professionalism and courtesy, enhancing customer satisfaction and loyalty. Previous work has demonstrated significant impact on improving customer interaction processes leading to increased efficiency.
Overview
27
27
years of professional experience
Work History
Jewels Osco
06.2023 - 05.2025
- Ensured adherence to health and safety regulations.
- Frosted and iced cakes, cupcakes, cookies, doughnuts, sweet rolls, and coffee cakes.
- Collaborated with team members to complete tasks and maintain smooth running of bakery.
- Produced consistently high-quality baked goods for customers.
- Created appealing displays to showcase products in bakery.
- Operated and maintained bakery equipment, including ovens and mixers.
- Operated cash registers and processed payments accurately.
- Cleaned and maintained kitchen equipment and oven.
- Replenished and rotated food items, following correct food cooling and storage procedures.
- Prepared all pastry items in accordance with standards of quality, quantity control, taste, and presentation.
- Operated ovens and bakery equipment to prepare products according to recipes.
- Baked consistent quality items by accurately mixing, dividing, shaping, and proofing.
Customer Service Representative
Clover Imaging Group
09.2016 - 05.2023
- Answered inbound customer phone calls & emails for customers.
- Answered product questions concerning availability, pricing and other inquiries.
- Processed incoming orders received by phone, fax, email, web, XML and PO processor.
- Processed Returned Merchandise Authorizations (RMA's) and post customer Credits.
- Provided proof of delivery information or tracking.
- Assist with report preparation as needed.
- Use experience and servicing abilities to anticipate customer support needs.
- Assist with the implementation of new products or services.
- Work with other Clover departments to meet customer expectations.
- Provided new product release information to customers and up selling.
Reservations Customer Service
A1 Airport
02.2015 - 08.2016
- Make reservations to and from O'Hare and Midway.
- Answer and dispatch an average of 75-calls per day by addressing customer inquiries, solving problems and providing new product information.
- Describe product to customers and accurately explained details and care of merchandise.
- Politely assist customers in person and via telephone.
Customer Service
Innovation First Notice
11.2013 - 01.2015
- Claims Processor Inbound Call Center Workers Compensation, Personal Injury, Auto Insurance, Commercial Liability, Home owner.
- Answered an average of 75-100 calls per day.
- Collaborated with the claims department and industry anti-fraud organizations to resolve claims.
- Directed and coordinated various investigations conducted by field investigation team.
Customer Service
Dresser Becker Incorporate
04.2012 - 11.2013
- My responsibilities consisted of answering phones, problem solving, billing orders and taking notes in production meetings.
- Additional responsibilities of mine consisted of projects using Microsoft Word and Excel.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Provided an elevated customer experience to generate a loyal clientele.
- Managed office supplies, vendors, organization and upkeep.
- Answered and managed incoming and outgoing calls while recording accurate messages.
Customer Service
Fanuc Fa America Corporation
12.2011 - 04.2012
- Entered orders into the database and handled customer request received by fax or email.
- Utilized oracle software, problem solving, returns, repairs, RA's and quotes.
- Provided an elevated customer experience to generate a loyal clientele.
- Entered numerical data into databases in a timely and accurate manner.
- Scanned documentation and entered into the database.
Customer Service
Fuji Film Graphic Systems U.S.A.
Hanover Park
06.2008 - 11.2011
- Set up new customer accounts, worked with National accounts and sales representatives of Fuji Film.
- Received an average of 50 calls per day which consisted of following up with customers and the sales representatives by phone or e-mail.
- Order entry of orders received by phone or fax submitted by customers and sales representatives.
- Assisted the customers and sales representatives in setting up new materials consisting of creating new items which included providing the cost, list price and problem solving.
- Worked with the buyers and vendors in setting up quotes for the customers using Excel and Outlook.
Customer Service Representative
Lawson Products
11.1998 - 06.2006
- Company Overview: Call center environment for Hardware Distributors Company
- Received an average of 150 inbound calls from customers and placed an average of 100 outbound calls per day.
- Administrative office duties, typing and filing and generating reports.
- Established relationships and worked alongside Regional team members and representatives of Lawson Products.
- Received 150 inbound phone calls from vendors and clients in relation to products.
- Made 100 daily outbound calls to clients requesting follow up and product information.
- Received and logged daily packages into system under specific customer files.
- Sent out leads from customer phone and mail requests.
- Compiled information. Preparing and maintaining various monthly and special sales reports.
- Typed letters, memos, and leads and sent faxes for regional team members.
- Established and maintained relationships between clients and sales representatives.
- Call center environment for Hardware Distributors Company
Education
High School Diploma -
Proviso East High School
Skills
- Bilingual-English/Spanish
- Customer Service
- High-volume Call Center
- MS Suite
- Microsoft Project
- Oracle
- Word Perfect 60
- Word Perfect 61
- 50 WPM
- Lotus Notes
- Outlook
- PDF Format
- SAP
- Bakery production
- Food safety compliance
- Recipe execution
- Customer service
- Order processing
- Problem solving
- Attention to detail
- Effective communication
- Team collaboration
- Customer needs assessment
Affiliations
- reading working out
Timeline
Jewels Osco
06.2023 - 05.2025
Customer Service Representative
Clover Imaging Group
09.2016 - 05.2023
Reservations Customer Service
A1 Airport
02.2015 - 08.2016
Customer Service
Innovation First Notice
11.2013 - 01.2015
Customer Service
Dresser Becker Incorporate
04.2012 - 11.2013
Customer Service
Fanuc Fa America Corporation
12.2011 - 04.2012
Customer Service
Fuji Film Graphic Systems U.S.A.
06.2008 - 11.2011
Customer Service Representative
Lawson Products
11.1998 - 06.2006
High School Diploma -
Proviso East High School
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