Ana Torres
Prattville
Summary
Hardworking Senior Case Manager with strong history of meeting and exceeding customer expectations. Service expert with record of achieving performance targets while maintaining high-quality standards. Expert-level knowledge of industry service protocols and best practices. Results-oriented Senior Case Manager holds high level of professionalism and courtesy at all times. Manages high-volume of inbound and outbound customer calls to assist callers with various issues. Communicative individual with track record of over-crossing sales quotas. Accomplished Senior Case Manager with significant experience helping high profile customers. Highly knowledgeable about industry products and practices, as well as call control methods and strategies for effectively de-escalating conflicts and restoring customer loyalty. Trusted as knowledgeable resource for customers, managers and staff. Friendly Customer Service Representative ready to resolve any problem. Troubleshoots technical issues and educates on logistics and policies, allowing for customer satisfaction without unnecessary escalation of support calls. Empowering Trainer confident in approaching diverse topics of instruction. Successful in tailoring training approaches to different audiences for maximum effect. Stays on top of demands in fast-paced environments by effectively using slow periods. Maintains organized, clean, and safe work areas with diligent attention to important details.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Representative & Trainer
Alta
10.2017 - Current
- Collaborated across departments and internal departments to resolve customer-related issues along with conduct further research on customer account.
- Managed and addressed inbound customer calls & emails efficiently in fast-paced call center environment.
- Met personal, team and company goals in customer service environment.
- Gathered and verified required customer information to create and entered enrollment applications for new consumers in company database.
- Updated records with details of customer interactions and transactions.
- Documented all call information according to standard operating policies and procedures.
- Used various tools and resources to identify trend behaviors to improve individual and team performance.
- Restored satisfaction and loyalty in customers with serious concerns by using expert communication skills and smoothly resolving various problems.
- Improved team performance with effective training, mentoring and performance improvement strategies.
- Supported strategies to continuously improve customer service by documenting inquiry resolutions in case management system.
- De-escalated conflicts using calm and professional approaches combined with advanced procedural knowledge.
- Trained junior employees in customer service practices and performance strategies.
- Enhanced individual abilities by monitoring calls to assess call control and solution effectiveness.
- Maintained service quality standards by monitoring and mentoring customer service staff.
- Managed high volume of calls through effective time management and call control skills.
- Defined problems and draw valid conclusions to build effective solutions for customers and staff.
- Elevated performance levels and minimized compliance issues by fully training new hires.
- Sourced and gathered critical knowledge from skilled experts to use in training modules.
- Led small group and individual training sessions based on organization's learning needs.
- Delivered results using role-playing, simulations and lectures.
Education
High School - undefined
Cypress Lake
fort myers, Florida05.2012
Skills
- Call Control
- Database Research
- Documentation Review
- Call Auditing
- Staff Training
- De-Escalation Techniques
- Complaint Resolution
- Customer Support
- Time Management
Timeline
Senior Customer Service Representative & Trainer
Alta
10.2017 - Current
High School - undefined
Cypress Lake