Arianna Jusaino Leon
Nogales, Sonora
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
Work History
Legal Intake Specialist
New Frontier Immigration Law
01.2024 - Current
- Elevated the reputation of the firm by consistently providing prompt, courteous service to prospective clients during their initial consultations.
- Coordinated appointments between clients and attorneys, ensuring efficient scheduling and time management within the firm.
- Demonstrated empathy towards clients in distressing situations while remaining professional throughout all interactions.
Sales Development Representative
Casser Solutions
01.2023 - 12.2024
- Built and managed accurate sales pipeline to maintain high volume of activity.
- Utilized Salesforce to manage sensitive client information and update existing and new client profiles.
- Established relationships with prospects and customers to promote product understanding and drive sales growth.
Training Coordinator
Ultimate Strategic Solutions
08.2021 - 01.2023
- Coordinated logistics for training events, including scheduling facilities, securing necessary equipment, and managing participant registration.
- Coordinated with department leaders to identify training needs and develop targeted solutions.
- Created and maintained detailed training records and reports for management review.
- Developed engaging instructional materials.
- Facilitated high-quality onboarding trainings and internal trainings.
Quality Analyst
Ultimate Strategic Solutions
06.2020 - 08.2021
- Provided detailed reports on quality metrics to senior management.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Analyzed quality and performance data to support operational decision-making.
- Provided feedback to all agents and the operations team in general.
- Audited calls to ensure compliance will SOPs.
Escalations Specialist
Ultimate Strategic Solutions
02.2019 - 06.2020
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
Customer Service Representative
Ultimate Strategic Solutions
09.2018 - 02.2019
- Resolved customer complaints with empathy.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
High School Diploma -
Universidad Tecnologica De Mexico
Atizapan, Mexico 05.2001 -
Skills
Client Communication
Follow-up skills
Cold-calling
Customer Relationship Building
Training facilitation
Verbal and written communication
Audit processes
De-Escalation Techniques
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Legal Intake Specialist
New Frontier Immigration Law
01.2024 - Current
Sales Development Representative
Casser Solutions
01.2023 - 12.2024
Training Coordinator
Ultimate Strategic Solutions
08.2021 - 01.2023
Quality Analyst
Ultimate Strategic Solutions
06.2020 - 08.2021
Escalations Specialist
Ultimate Strategic Solutions
02.2019 - 06.2020
Customer Service Representative
Ultimate Strategic Solutions
09.2018 - 02.2019
High School Diploma -
Universidad Tecnologica De Mexico
05.2001 -
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