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Maryel
Customer Service Representative with 5+ years in customer support
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Competencies
Applied in resolving customer inquiries, managing complaints, and providing accurate information.
Supervised collection staff, monitored workflows, assigned duties, and provided coaching.
Managed defect tracking systems and participated in initiatives to improve product and service quality.
Effectively communicated with customers and team members, handling tense situations professionally.
Accurately input data related to appointments, orders, and customer information in electronic systems.
Education
Languages
Summary
Dedicated customer service professional with extensive experience in client interactions, team supervision, and quality assurance. Skilled in handling inquiries, managing workflows, and continuous process improvements.
Key Achievements
- Handled customer inquiries and provided accurate information across multiple roles.
- Supervised collection team, managing workflows, scheduling, and coaching staff.
- Managed defect tracking and participated in continuous improvement initiatives to enhance service quality.
Experience
Customer Service Representative
Answered customer inquiries and provided accurate information on appointment dates or any lab orders for the patients., Remained calm and professional in stressful circumstances and effectively diffused tense situations., Asked probing questions to determine service needs and accurately input information into electronic systems.
Collections Supervisor
Managed lead collection improvement process projects to maximize efforts., Monitored daily work flow of the collection staff, providing feedback and coaching as needed., Issued work schedules, duty assignments and deadlines for agents that were under my supervision.
Quality Assurance Analyst
Managed a defect tracking system to prioritize, track, and report on issues throughout the development cycle., Participated in continuous improvement initiatives to enhance product quality and team performance., Utilized client satisfaction surveys to improve service quality.
Customer Service Representative
Assisted other members of the QA team in identifying areas for improvement with low performance agents., Answered customer inquiries and provided accurate information regarding products and services., Assisted customers with price checks, process their order online, helped processing payments and addressing other inquiries.
Customer Service Representative
Conferred with customers by telephone to provide information about products or services, and take orders., Updated system with order specifics and customer details, preferences, and billing information.