Caterina Dapas
Fort Lauderdale
Summary
Customer Service Specialist with 20+ years experience. Strong dedication to client satisfaction and project success. Experienced in leading teams and managing operations with a focus on safety, quality, and efficiency.
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
TTEC
Sun City Center
03.2022 - 02.2024
- Verify health insurance coverage and address inquiries from healthcare providers
- Analyze and resolve prepaid claims for Bank of America, confirming prepare card claim data in the EIT department
- Maintain high levels of customer satisfaction through effective communication
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed strong relationships with customers by providing personalized assistance and support.
Customer Service Representative
Global Response
Fort Lauderdale
06.2021 - 03.2022
- Managed customer inquiries for multiple publishing clients, improving service quality
- Processed payments and order placements, enhancing operational efficiency
- Addressed and resolved shipment issues, achieving timely customer resolutions
Customer Service Representative
Sitel
Pompano Beach
06.2020 - 06.2021
- Managed customer inquiries for multiple publishing clients, improving service quality
- Processed payments and order placements, enhancing operational efficiency
- Addressed and resolved shipment issues, achieving timely customer resolutions
Customer Service Representative
Teleperformance
Fort Lauderdale
06.2018 - 05.2020
- Delivered customer support for UHC and Xfinity/Comcast, enhancing service reliability
- Managed billing inquiries and processed payments, maintaining account accuracy
- Scheduled and confirmed service appointments, ensuring customer commitments were met
Driver
Lyft/UBer
Tri-State Area Broward Dade and Palm Beach
07.2015 - 02.2018
- Ensured timely and safe transport for passengers, prioritizing customer service
Title
Personal Shoppers on the Go
Fort Lauderdale
07.2008 - 07.2015
- Cultivated a solid client base by providing personalized shopping and errand services
Project Manager
Convergence Marketing
Millersville
12.2007 - 07.2008
- Directed team recruitment, conducted training, and ensured company policy adherence
Brand Merchandiser
Davaco Inc
02.2003 - 12.2007
- Executed merchandising resets for premium brands, following detailed planograms
Education
MBA - Business Administration Concentration HR Managemen
Everest University
Pompano Beach04-2007
Business Management - Management
Everest College
Pompano Beach, FL04-2005
Skills
- Complaint resolution
- Complaint handling
- Computer proficiency
- Problem-solving
- Typing proficiency
- Punctuality and reliability
- Customer relations
Timeline
Customer Service Representative
TTEC
03.2022 - 02.2024
Customer Service Representative
Global Response
06.2021 - 03.2022
Customer Service Representative
Sitel
06.2020 - 06.2021
Customer Service Representative
Teleperformance
06.2018 - 05.2020
Driver
Lyft/UBer
07.2015 - 02.2018
Title
Personal Shoppers on the Go
07.2008 - 07.2015
Project Manager
Convergence Marketing
12.2007 - 07.2008
Brand Merchandiser
Davaco Inc
02.2003 - 12.2007
MBA - Business Administration Concentration HR Managemen
Everest University
Business Management - Management
Everest College