Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

ANNA PEREZ

Customer Service Representative
Pensacola,FL

Summary

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

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

45
45
years of professional experience
1
1
Language

Work History

Customer Service Representative

Capgemini
07.2015 - 08.2025
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.

Supervisor

Synergy Solution
01.2011 - 01.2015
  • Started as an agent, within a month I was promoted to Quality Coach Assistance and within a year I was promoted to Supervisor

Front Desk Clerk

Bay Beach Inn
07.2009 - 12.2010

Customer Service Quality Control Supervisor

Altwell, Inc
04.2002 - 06.2007
  • In charge of a group of ten to twelve persons, had to monitor the job on a daily basis, to ensure the quality of the manufacturing of the displays and foreseeing that everything that the client had made specific order for their displays for the stores, were properly constructed.
  • Had to provide feedback to the Plant Manager and Customer Service Manager regarding the order that were put in had been completed during the day and what if anything had gone wrong or was not completed during the day.
  • I was in charge of informing the client that their order was completed and when they would be shipped to their destination

Head Secretary of the Firm

Law Firm Ron Menendez
08.1980 - 03.2002
  • Head Secretary of the firm. Was in charge of a group of ten Secretaries, had to monitor on a daily basis, to ensure the quality of their performance. Had to file motions to the court and assure proper delivery to other Law Firms
  • Provided daily leadership, guidance and motivation to a team of CCR's on a daily basis
  • Conducted daily and weekly meetings with team as needed to provide updates on scripting, program requirements, changes and expectations.
  • Managed team closely to ensure company and client requirements are being followed
  • Held staff accountable to client specific quality and performance goals and requirements under direction of the Center Manager
  • Coached and developed staff in all their duties and responsibilities with special focus on proper handling of calls
  • Monitored CCR's consistently each day and provided prompt and applicable coaching
  • Participated in and assisted with client monitoring sessions as needed
  • Handled escalation calls for CCR's as needed, filling in on other teams when necessary
  • Enforced company policies and administered corrective action documentation and counseling sessions with CCR's and Quality up to and including termination, under direction of the Center Manager and Human Resources
  • Assisted Human Resources and Center Manager as needed with personnel issues and investigations
  • Effectively managed dialing and data system throughout the day along with Shift and Center Manager
  • Provided backup support to other managers as needed
  • Responsible for starting, rebooting and shutting down of systems as well as opening and closing of the facility based on schedule and business needs
  • Attended and assisted with client visits as needed
  • Completed and submitted daily timesheets
  • Completed and maintained attendance point tracker, keeping up to date on and all applicable corrective action
  • Reviewed payroll and hours reports with CCR's every Monday, collected their signatures and submitted changes to HR as needed prior to payroll processing
  • Reviewed payroll spreadsheet every other Monday as a high priority, ensuring all CCR's signed off on their hours, then submitted any correction promptly to Human Resources for correction by Monday afternoon
  • Interviewed and selected applicants utilizing our standardized interview guide as needed

Education

Associate -

I.C.P.R. JR COLLEGE
08.1980

Skills

Work well in a fast pace team environment

Timeline

Customer Service Representative

Capgemini
07.2015 - 08.2025

Supervisor

Synergy Solution
01.2011 - 01.2015

Front Desk Clerk

Bay Beach Inn
07.2009 - 12.2010

Customer Service Quality Control Supervisor

Altwell, Inc
04.2002 - 06.2007

Head Secretary of the Firm

Law Firm Ron Menendez
08.1980 - 03.2002

Associate -

I.C.P.R. JR COLLEGE

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ANNA PEREZCustomer Service Representative