Brenda De La Rosa
Oakdale,MN
Summary
Dynamic customer service professional with a proven track record at Bremer Bank, excelling in conflict resolution and relationship building. Adept at enhancing customer satisfaction through active listening and critical thinking, consistently delivering effective solutions and fostering loyalty. Recognized for streamlining processes and training new staff to improve service quality.
Overview
31
31
years of professional experience
Work History
Customer Service. Representative
Bremer Bank
01.2021 - Current
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Phlebotomist
United Hospital
03.1994 - 03.2000
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Centrifuged blood samples as outlined in clinical protocols.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Excelled in high-pressure situations, maintaining composure and professionalism during peak hours and emergency scenarios.
- Reduced contamination risks by strictly adhering to infection control protocols and maintaining a clean work environment.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Stocked phlebotomy cart or carrier with appropriate supplies.
Customer Support
GN Resound
03.2001 - 03.2018
- Led customer support initiatives, addressing any concerns or issues promptly while maintaining high levels of satisfaction among users.
- Provided exceptional customer support, addressing technical issues promptly and efficiently to minimize downtime for clients.
- Streamlined customer support processes for increased efficiency and faster resolution times.
- Provided outstanding customer support by promptly addressing concerns and implementing effective solutions.
- Conducted thorough research to stay updated on industry trends and best practices for customer support services.
- Provided excellent customer support when troubleshooting issues related to deliveries or order status updates, resulting in more satisfied customers.
- Streamlined customer support processes for faster response times and increased satisfaction.
- Provided high-quality customer support by addressing inquiries and resolving technical problems, leading to increased customer satisfaction.
- Provided exceptional customer support by utilizing active listening skills and empathy to understand customer needs fully.
- Provided exceptional customer support, consistently exceeding client expectations and resolving issues effectively.
- Delivered exceptional customer support by addressing technical issues promptly and providing timely solutions.
Education
Centry Community College
Inver Grove Heights, MNHigh School Diploma -
Harding High School
Saint Paul, MN06.1989
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Call center operations
- Microsoft outlook
- Follow-up skills
- Call management
- Product knowledge
- Prioritization
- Staff training
- Building rapport
- Technical support
- Quality control
- Dispute resolution
- Customer education
Timeline
Customer Service. Representative
Bremer Bank
01.2021 - Current
Customer Support
GN Resound
03.2001 - 03.2018
Phlebotomist
United Hospital
03.1994 - 03.2000
Centry Community College
High School Diploma -
Harding High School