Beatriz Nava Ruiz
Las Vegas, Nevada
Summary
Results-driven Call Center Representative with proven skills in CRM software, issue resolution, and omnichannel support. Committed to enhancing client retention and satisfaction through effective training and streamlined inquiry resolution.
Overview
1
1
Language
11
11
years of professional experience
Work History
Call Center Representative
Foundever
Remote
02.2020 - 09.2026
- Facilitated onboarding and technical training programs for incoming representatives, instructing personnel on call-handling protocols, CRM software, and service excellence standards.
- Maintained strict adherence to company policies and regulatory standards while consistently meeting or exceeding key performance indicators (KPIs)
- De-escalated high-priority customer concerns through active listening, empathetic communication, and decisive problem-solving.
- Streamlined omnichannel inquiry resolution across chat, email, and phone, significantly improving first-contact resolution (FCR) rates and client satisfaction metrics.
- Collaborated with quality assurance teams to audit interaction logs, delivering constructive feedback that elevated team-wide service delivery.
Client Service Representative
Parcel Pending
Remote
12.2016 - 02.2020
- Managed high-volume client communications with property management staff, ensuring proper system onboarding, account setup, and quick resolution of property-level escalations.
- Partnered with couriers and delivery partners (FedEx, UPS, Amazon, USPS) to resolve misdelivered, delayed, or stuck packages, optimizing last-mile delivery efficiency.
- Provided technical and operational support across phone, email, and live chat to residents, property managers, and couriers, troubleshooting smart locker hardware, kiosk software, and connectivity issues
- Maintained strict data accuracy in CRM databases (e.g., Salesforce), logging detailed call records, case escalations, and system resolution steps to ensure complete record-keeping.
Human Resources Assistant
Venetian Hotel & Casino
Las Vegas, Nevada
08.2015 - 03.2019
- Managed high-volume client inquiries across omnichannel touchpoints, consistently achieving top-tier First-Contact Resolution (FCR) and Customer Satisfaction (CSAT) scores.
- Cultivated long-term stakeholder partnerships through transparent communication, consultative problem-solving, and continuous value delivery.
- Facilitated comprehensive training and onboarding programs, accelerating team ramp-up times and elevating overall performance standards.
- Maintained 100% regulatory and policy compliance across all record-keeping systems and client transactions.
Education
Associate of Science - Business Administration And Management
University of Nevada,Las Vegas
Las Vegas, Nevada05-2021
High School Diploma -
Eldorado High School
Las Vegas, Nevada06-2011
Skills
- CRM Software, Omnichannel Support, Call Data Analysis, Documentation writing
- Issue Resolution, Workflow Optimization, Quality Assurance, Client Retention, De-escalation Strategies, Process Improvement
- Customer Support Software, Service Management Tools, Scheduling Software, Call Center Metrics, Salesforce
- Customer Interaction Management, Regulatory Compliance, Customer Training Programs, Document Verification, Leave administration, Team Collaboration Techniques
- Account Setup
- Discretion & Confidentiality, Crisis Resolution, Cross-Departmental Communication, Multilingual Communication, Conflict Resolution
- Client Customer Training Programs, Account Setup, Vendor & Delivery Partner Coordination
- Support metrics analysis
Accomplishments
- Awarded five times best with metrics and (ACW)After Call Work within my team.
- Employee with best attendance two years 2024,2025.
Languages
Spanish
Bilingual or Proficient (C2)
Timeline
Call Center Representative
Foundever
02.2020 - 09.2026
Client Service Representative
Parcel Pending
12.2016 - 02.2020
Human Resources Assistant
Venetian Hotel & Casino
08.2015 - 03.2019
Associate of Science - Business Administration And Management
University of Nevada,Las Vegas
High School Diploma -
Eldorado High School