Ashley Torres-Mercado
Five Star Bank
Batavia,NY
12
years of professional experience
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Work History
Customer Service Representative
3 Years 5 Months- Resolved customer inquiries and issues, ensuring high levels of satisfaction and retention.
- Provided product information and guidance to enhance customer experience and engagement.
- Collaborated with team members to streamline service processes and improve response times.
- Mentored new staff on best practices for customer interaction and service protocols.
- Led initiatives to enhance digital support tools, improving accessibility for customers seeking assistance.
- 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.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service
2 Years 9 Months- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
- Understood each target customer's business model, mapped out organization and identified unique technology needs.
- Provided basic technical support resolving issues for clients
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Followed up with customers about resolved issues to maintain high standards of customer service
Collections Specialist
5 Years 11 Months- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Maintained high volume of calls and met demands of busy and productive group.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Researched accounts and completed due diligence to resolve collection problems.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used skip tracing and other techniques to locate debtors.
- Trained new team members on scripts, company services and collection strategies.
- Handled 100 to 150 outbound and inbound calls daily with goal of collecting owed debt
Hotel Front Desk Agent
2 Years 5 Months- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees and payments.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Resolved service-related problems and documented actions in system.
- Kept accounts in balance and ran daily reports to verify totals.
Education
Associate of Arts
High School Diploma
Skills
Technical Direction
Information Updates
Strong Telephone Etiquette
Database Maintenance
Spanish Interpreting
Online Chat
Customer Service and Assistance
Database Management
Skills
- Performance Goals
- Inbound and Outbound Calling
- Inter-Departmental Collaboration
Timeline
Customer Service Representative
Five Star Bank
05.2023 - CurrentRead More
Customer Service
New York State Department Of Labor
03.2020 - 12.2022Read More
Collections Specialist
Pioneer Credit Recovery
01.2017 - 12.2022Read More
Hotel Front Desk Agent
Comfort Inn
08.2014 - 01.2017Read More
Batavia High School
High School Diploma
Read More
Genesee Community College
Associate of Arts
Read More