Angela Flores
San Antonio
Summary
Resourceful customer service representative known for critical thinking and effective communication. Experienced in resolving customer complaints and managing loan processes, contributing to improved client retention and satisfaction.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Cody Financial Mortgage Services
San Antonio, TX
01.2023 - 07.2023
- Trained new employees on company policies, procedures, and customer service best practices.
- 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.
- Analyzed financial information, credit reports, and loan applications to determine borrower eligibility
- Advised clients on various mortgage options and helped them choose the most suitable loan program for their needs
- Managed a pipeline of XX loans from application to closing, ensuring timely completion and customer satisfaction
- Negotiated terms and conditions of loans with borrowers while adhering to company policies and regulatory requirements
- Provided exceptional customer service by promptly responding to inquiries, addressing concerns or complaints professionally
Customer Service Representative
Ashley Furniture Homestore
San Antonio, TX
02.2019 - 03.2021
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers in selecting furniture to meet their needs and preferences.
- Maintained accurate records of customer interactions and transactions using CRM software.
- Collaborated with team members to enhance service delivery and resolve complex issues.
- Implemented feedback mechanisms to improve customer satisfaction and service quality.
- Managed returns and exchanges efficiently, ensuring compliance with company guidelines.
- Conducted follow-up calls to ensure customer satisfaction post-purchase and address any concerns.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma -
Frank Tejeda Acadamy
San Antonio01-2022
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer Relationship Management
- Analytics
- Typing
- Bilingual
- Cash handling
- Business Development
- CRM Software
- Computer Networking
- Salesforce
- Strategic Planning
- Negotiation
- Process Improvement
- Marketing
- Business Analysis
- Research
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
Cody Financial Mortgage Services
01.2023 - 07.2023
Customer Service Representative
Ashley Furniture Homestore
02.2019 - 03.2021
High School Diploma -
Frank Tejeda Acadamy