Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Adamari Cortez

Brownsville

Summary

Dynamic CSR Team Lead at Maximus with a proven track record in enhancing customer satisfaction through active listening and effective complaint handling. Skilled in CRM software and staff training, I fostered team collaboration and loyalty, driving performance improvements and creating positive service experiences. Committed to empowering teams and achieving organizational goals.

Positive and empathetic with excellent communication and problem-solving skills, consistently producing customer satisfaction and loyalty. Understanding of customer service principles and proficiency with CRM software ensures efficient and effective support. Dedicated to resolving issues swiftly and enhancing overall customer experience.

Developed strong communication and problem-solving skills in fast-paced customer service environment. Adept at managing customer relationships and resolving complex issues to ensure satisfaction. Looking to transition these skills into new field, driving positive outcomes and growth.

Overview

3
3
years of professional experience

Work History

CSR Team Lead

Maximus
12.2021 - 04.2024
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Managed and motivated employees to be productive and engaged in work.
  • Cross-trained existing employees to maximize team agility and performance.

Team Leader

Whataburger
06.2021 - 08.2021
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Learned all required tasks quickly to maximize performance.
  • Kept work areas clean, organized, and safe to promote efficiency and team safety.
  • Contributed to team success by completing jobs quickly and accurately.

Education

High School Diploma -

Veterans Memorial ECHS
Brownsville, TX
06-2019

Skills

  • Call center experience
  • Customer focus
  • Complaint handling
  • CRM software
  • Customer service
  • Critical thinking
  • Active listening
  • Microsoft outlook
  • Conflict resolution
  • Payment processing
  • Data entry
  • Staff training
  • De-escalation techniques
  • Data entry proficiency
  • Invoice processing
  • Accounting support
  • Teamwork and collaboration
  • Problem-solving
  • Money handling
  • Training and mentoring

Languages

Spanish
Full Professional
English
Full Professional

Timeline

CSR Team Lead

Maximus
12.2021 - 04.2024

Team Leader

Whataburger
06.2021 - 08.2021

High School Diploma -

Veterans Memorial ECHS

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Adamari Cortez