Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Carolina Monserrate

Hagerstown,MD

Summary

Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Select Service Advisor

Fiserv
Hagerstown, MD
09.2023 - Current
  • Greeted customers and addressed their needs in a professional manner.
  • Resolved customer complaints in an efficient and courteous manner.
  • Ensured that all customer inquiries were handled promptly and accurately.
  • Tracked customer requests, comments, problems, issues and resolutions within designated systems.
  • Developed strong relationships with customers by providing exceptional customer service.
  • Promptly responded to customer inquiries via phone, email or in person.
  • Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.

911 Emergency Dispatcher

Dynamark Security, Leitersburg Pike
Hagerstown, MD
01.2023 - 09.2023
  • Received incoming calls from the public and determined the nature of the emergency.
  • Assessed callers' needs and dispatched appropriate personnel to respond to emergencies.
  • Maintained contact with field units via radio, providing directions and assistance as needed.
  • Screened incoming calls for accuracy and completeness of information provided.
  • Identified priority calls based on severity of situation, urgency, or special circumstances.
  • Verified caller identity before dispatching personnel to ensure safety of responders.
  • Created incident reports detailing all pertinent information regarding each emergency call.
  • Routed non-emergency calls to appropriate departments or agencies when applicable.

Bilingual Customer Service Representative

The Outreach Team
Hagerstown, MD
09.2022 - 01.2023
  • Responded to customer inquiries in both English and Spanish languages, providing accurate information about products and services.
  • Provided translation assistance for customers with limited English proficiency.
  • Assisted customers with product selection and answered questions regarding features, benefits, and pricing of products or services.
  • Resolved customer complaints in a professional manner while adhering to corporate policies and procedures.
  • Utilized multiple computer systems to access customer accounts, process payments, update account status.
  • Provided feedback to management regarding potential areas of improvement within the department or organization as a whole.
  • Communicated effectively with other departments throughout the organization to ensure seamless service delivery.

Donor Care Specialist

Merkle Response Management Group
Hagerstown, MD
05.2022 - 12.2022
  • Assisted with donor inquiries and provided information regarding donations, donation receipts, and other related matters.
  • Monitored online giving portals to ensure accuracy of donor data and entered new donors into the database system.
  • Managed donors' thank-you letters, ensuring proper acknowledgement of gifts in a timely manner.
  • Worked closely with development team members to implement strategies that attract new donors while maintaining relationships with existing ones.
  • Provided customer service support to donors via email and phone.
  • Processed donations received through mail or online platforms in accordance with established procedures.

Education

Bachelor of Science - Criminology And Behavioral Science

Hagerstown Community College
Hagerstown, MD

Skills

  • Quality Control
  • Technical Support
  • CRM Software
  • Documentation And Reporting
  • Service Recommendations
  • Price Quoting
  • Telecommunication
  • Customer service
  • Leadership for one year
  • Bilingual
  • Order Entry
  • clerical experience
  • Filing
  • Public speaking
  • Microsoft software

Certification

  • Diploma International Academy of Emergency Police Dispatch
  • Diploma International Academy of Emergency Medical Dispatch
  • Diploma International Academy of Emergency Fire Dispatch

Languages

Spanish
Native/ Bilingual
French
Native/ Bilingual

Timeline

Select Service Advisor

Fiserv
09.2023 - Current

911 Emergency Dispatcher

Dynamark Security, Leitersburg Pike
01.2023 - 09.2023

Bilingual Customer Service Representative

The Outreach Team
09.2022 - 01.2023

Donor Care Specialist

Merkle Response Management Group
05.2022 - 12.2022

Bachelor of Science - Criminology And Behavioral Science

Hagerstown Community College

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Carolina Monserrate