Summary
Overview
Work History
Education
Skills
Timeline
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Carmen Perez

Phoenix,AZ

Summary

Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

Valor Global
Phoenix, Arizona
08.2021 - 10.2024
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Ensured compliance with applicable laws when dealing with customers.
  • Identified opportunities to improve customer service processes and procedures.
  • Provided technical support over the phone when needed.
  • Resolved customer complaints quickly and efficiently.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Developed strong customer relationships to encourage repeat business.

Customer Service Lead

ModivCare
Phoenix, Arizona
04.2015 - 07.2021
  • Generated reports on key metrics such as average response time, first call resolution rate.
  • Developed and implemented customer service policies and procedures to improve quality of customer experience.
  • Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
  • Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Customer Service Cashier

Burlington Coat Factory
Phoenix, AZ
09.2011 - 02.2014
  • Greeted customers promptly and responded to questions.
  • Processed sales transactions to prevent long customer wait times.
  • Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
  • Resolved customer complaints professionally in accordance with company policy.
  • Issued receipts, refunds, credits or change due to customers.
  • Kept check-out areas clean, organized and well-stocked to maintain attractive store.
  • Processed customer payments quickly and returned exact change and receipts.
  • Processed returned merchandise by strictly following store return and exchange procedures.

Education

High School Diploma -

North High School
Phoenix
05-2009

Skills

  • Clear and confident telephone manner
  • Bilingual (Spanish-speaking, reading, and writing)
  • Ability to communicate with a wide range of customers
  • Proven aptitude for dealing with customer complaints
  • Extensive knowledge of Microsoft Office, Excel, and Lotus Notes
  • Experience of working in a busy, inbound call center environment

Timeline

Customer Service Representative

Valor Global
08.2021 - 10.2024

Customer Service Lead

ModivCare
04.2015 - 07.2021

Customer Service Cashier

Burlington Coat Factory
09.2011 - 02.2014

High School Diploma -

North High School

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Carmen Perez