Alex Reyes
Milwaukee,Wisconsin
Summary
Resourceful Customer Service Representative Team Lead known for high productivity and efficient task completion. Specialized skills include conflict resolution, team management, and customer relationship building. Excel in communication, empathy, and leadership to enhance team performance and customer satisfaction.
Overview
15
15
years of professional experience
Work History
Customer Service Representative Team Lead
BMO Financial Group
Milwaukee, WI
03.2025 - Current
- Led team of customer service representatives to enhance service quality.
- Resolved escalated customer complaints in a timely manner.
- Trained new employees on company policies and customer interaction techniques.
- Monitored team performance metrics and provided constructive feedback regularly.
- Oversaw daily operations to ensure compliance with service standards.
- Developed training materials to improve team performance and efficiency.
Customer Service Representative
BMO Financial Group
Milwaukee, WI
03.2024 - 03.2025
- Resolved customer complaints using effective communication techniques.
- Assisted customers with inquiries regarding accounts and services.
- Processed transactions accurately in a fast-paced environment.
- Educated customers on digital banking tools and features.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained detailed records of customer interactions and feedback.
Retention Customer Service Representative
Spectrum
Milwaukee, Wi
05.2022 - 03.2024
- Documented, researched, and resolved customer service issues to enhance customer experience.
- Enhanced customer satisfaction with fast, knowledgeable service.
- Anticipated needs and resolved problems to keep customers happy.
- Addressed and resolved customer concerns and complaints.
- Collaborated across departments to resolve customer-related issues.
- Followed up on unresolved cases to ensure customers remained informed and satisfied with progress towards resolution.
- Offered personalized recommendations based on customer preferences or past purchase history.
Mutual Fund Representative
U.S. Bank
Milwaukee, Wi
02.2020 - 05.2022
- Educated clients on benefits of mutual fund investments and types available, enhancing their understanding and decision-making.
- Monitored client portfolios regularly to ensure they remained aligned with their objectives and risk tolerance levels.
- Conducted research on various mutual funds, analyzing performance history and portfolio holdings to inform client recommendations.
- Ensured adherence to all applicable laws, rules, regulations governing sale of securities products.
- Delivered customer service that fostered strong client relationships, contributing to client satisfaction and retention.
- Responded promptly to client inquiries regarding account balances, transaction details, or investment performance.
- Utilized effective communication skills when presenting complex information about mutual funds in clear and concise manner.
- Balanced multiple tasks simultaneously while maintaining attention to detail during busy periods or high-pressure situations.
- Actively participated in weekly meetings where team members presented updates on individual projects/initiatives and collaborated on strategies for improvement.
Customer Service Representative
U.S. Bank
Milwaukee, Wi
12.2016 - 02.2020
- Documented, researched, and resolved customer service issues to improve customer experience.
- Provided fast, knowledgeable service that contributed to increased customer satisfaction.
- Documented, researched and resolved customer service issues.
- Collaborated across departments to effectively resolve customer-related issues.
- Processed customer sales transactions accurately and performed maintenance tasks for credit cards, home equity lines of credit, and car loans. for credit cards, home equity lines of credit and car loans.
- Facilitated the setup of new accounts for customers, ensuring compliance with company policies., disputes and fraud prevention.
Customer Care Representative
JC Penney Logistics
Milwaukee, Wi
07.2012 - 11.2016
- Managed large volume of daily calls while maintaining high customer satisfaction rate.
- Managed high volume of daily calls, achieving high customer satisfaction.
- Engaged in active listening with customers, confirming and clarifying information to provide comprehensive support.
- Provided tailored product and service recommendations based on customer needs assessment.
- Handled escalated calls for furniture department regarding lost, damaged, and warranty claims.
- Facilitated the logistics of product deliveries to ensure customer satisfaction.
Customer Service Representative
FIS Global
Milwaukee, WI
03.2012 - 06.2013
- Managed customer calls to resolve inquiries and enhance satisfaction in fast-paced call center environment.
- Handled inbound calls to address concerns, schedule appointments, and facilitate sales.
- Met personal, team and company goals in customer service environment.
- Communicated promotions and special offers to drive customer engagement and boost sales.
- Resolved customer inquiries regarding prepaid debit card transactions and disputes.
Education
High School -
Institute for Career Empowerment
Milwaukee, WIAccounting -
Milwaukee Area Tech College
Milwaukee, WISkills
- Customer Retention Strategies
- Digital banking tools
- Sales strategies
- Quality Assurance
- Performance monitoring
- Complaint resolution
- Cross-department collaboration
- Computer proficiency
- Multitasking
- Team leadership
- Attention to detail
- Decision-making
- Active listening
- Customer Engagement Techniques
- Time management
Languages
English, Native
Timeline
Customer Service Representative Team Lead
BMO Financial Group
03.2025 - Current
Customer Service Representative
BMO Financial Group
03.2024 - 03.2025
Retention Customer Service Representative
Spectrum
05.2022 - 03.2024
Mutual Fund Representative
U.S. Bank
02.2020 - 05.2022
Customer Service Representative
U.S. Bank
12.2016 - 02.2020
Customer Care Representative
JC Penney Logistics
07.2012 - 11.2016
Customer Service Representative
FIS Global
03.2012 - 06.2013
High School -
Institute for Career Empowerment
Accounting -
Milwaukee Area Tech College