Albert Caraballo
Orlando,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Marriott
09.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Customer Relations Specialist
Walt Disney Parks and Resorts
03.2018 - 08.2022
- Managing incoming calls, emails and texts from customers
- Listen/Read and be attentive to customer needs and priorities in order to provide appropriate suggestions and guidance
- Provide superior customer service and achieve highest degree of customer satisfaction
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Fielded customer complaints and queries, fast-tracking them for problem resolution
Call Center Ambassador
SeaWorld
12.2016 - 05.2017
- Provided exceptional, professional guest service over the phone
- Handled inbound group sales and Education calls
- Achieved quality and group sales revenue goals through customer benefit selling and exceeding internal and external customer expectations
- Process orders, research and solve problems that may occur within group bookings
- Perform data entry on new and existing contracted and non-contracted accounts
- Support in other areas of as required/needed
Universal Banker/Teller
TD Bank
03.2016 - 06.2016
- Provide excellent customer service while processing customer transactions face-to-face for a variety of routine to more complex financial transactions
- Conducts needs-based conversations and offers financial solutions to meet our customers' needs
- Makes quality referrals to appropriate partners
- Responsible for making sound decisions and timely problem resolution
- Processes teller transactions for customers including servicing customer accounts, accepting loan payments, accepting safe deposit box payments, processing sales of gift cards, cashing checks, verifying currency, balancing cash drawer, and night deposits
Education
High School Diploma -
Sacred Heart High School
Vineland, NJSkills
- Product Organization
- Call Center Operations
- Inbound and Outbound Calling
- Report Creation
- Sales Expertise
- Problem-Solving Abilities
- Effective Customer Upselling
- Processing Payments
- Critical Thinking
- Friendly, Positive Attitude
- Customer Service
- Active Listening
- Problem-solving abilities
Timeline
Customer Service Representative
Marriott
09.2022 - Current
Customer Relations Specialist
Walt Disney Parks and Resorts
03.2018 - 08.2022
Call Center Ambassador
SeaWorld
12.2016 - 05.2017
Universal Banker/Teller
TD Bank
03.2016 - 06.2016
High School Diploma -
Sacred Heart High School