Salesforce, Refernet
Claribel Barber
Customer Service Representative
Smyrna ,Georgia
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Customer Service Team Member
Toyota/Lexus Financial Services
Alpharetta, GA, GA
11.2023 - 03.2024
- • Enhanced customer satisfaction by resolving product and service issues promptly and efficiently
- Provide accurate payment-related information and processes phone payments and website inquiries in a timely manner.
- • Retrieve pay-off information from a system, clearly communicate to a caller the amount and steps required to complete transactions, and document information in the system in accordance with established procedures.
- • Review customer history and, where appropriate and based on established policies and procedures, waive late charges, grants and processes retail extensions, including processing due date changes, and grants and processes reasonable lease deferrals and makes payment arrangements within the limits of established guidelines.
- • Work with other departments to resolve customer account issues including lockbox investigation of misapplied customer payments, title issues, insurance, collections, end of lease processing, etc.
- • Document all activities in a clear and concise manner utilizing the appropriate systems and in accordance with established procedures. Initiates appropriate forms to fulfill customer requests.
- • Research unique customer requests using internal manuals, policies, and guidelines, and promptly report/refer more complex, non-routine issues to Customer Service Team Leader for resolution
- • Display excellent verbal communication, interpersonal skills, strong organizational skills and attention to detail.
- •
Finance Assistant
Blue World Pools
Atlanta, GA
03.2022 - 08.2022
- Maintained relationships with customers to better understand needs and uphold standards of service
- Accepted and processed account payments
- Worked with customers to understand needs and provide excellent service
- Calculated loan applicant debt ratios, income and terms and payments to determine financial stability of applicants to repay loan
- Reviewed credit reports, financial statements and transactions to verify accuracy and completeness
- Contacted borrowers to gather additional information to make appropriate lending decisions
- Responded to customer requests via telephone and email and effectively answered questions and inquiries
- Entered payments, account information and call logs into a system.
- Provided high level of assistance to help with review and rating of applications
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Participated in team-building activities to enhance working relationships
- Utilized system to maintain and update customer information, repair logs and inventory
- Liaised with internal departments to optimize productivity and efficiency
- Provided oral interpretations for clients during special events, successfully maintaining pace with native speakers to deliver real-time comprehension
- Consulted specialized dictionaries, thesauruses and reference books to identify closest equivalents for nuanced terminology, words and phrases
- Conferred with subject matter experts and other colleagues to establish precise understanding of specialized concepts
- Maintained message content, tone and emotion as closely as possible
- Provided cultural input to speakers to help parties who did not speak similar languages.
Community Resource Specialist
United Way Of Greater Atlanta
Atlanta, GA
04.2005 - 02.2022
- Built partnerships with related organizations to develop support and gain greater attention for important issues
- Proved successful working within tight deadlines and fast-paced atmosphere
- Used Microsoft Word and other software tools to create documents and other communications
- Developed and maintained courteous and effective working relationships
- Worked flexible hours across night, weekend and holiday shifts
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Helped address customers complaints through timely corrective actions and appropriate referrals
- Offered simple, clear explanations to help customers and families understand agencies services and policies
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Assisted customers by answering questions and responding to inquiries
- Placed outbound customer service or customer satisfaction calls to follow up on issues
- Engaged in learning and development opportunities to promote continued performance improvement
- Learned and maintained in-depth understanding of agencies services, providing knowledgeable responses to diverse questions
- Sought out extra training opportunities to enhance customer relationship management abilities
- Responded to customer calls, chats, texts and emails to answer questions
- Achieved high satisfaction rating through proactive one-call resolutions of customers issues
- Reported child abuse in accordance with legal standards of mandatory reporters
- Assisted individuals to assess needs and provide informational resources
- Built solid and trusting rapport with customers, fostering trust and communication to meet case needs
- Handled 75 to 90 calls per day to address customer inquiries and concerns
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Reviewed translated content for cultural sensitivity and use of universal Spanish
- Completed precise translations of official documents, texts, calls, chats and emails with correct words and phrasing to help individuals with language barriers receive services needed.
Executive Receptionist
United Way Of Greater Atlanta
Atlanta, GA
05.2007 - 09.2010
- Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers
- Handled complaints and questions, and re-directed calls to other team members
- Drafted professional memos and letters to support business objectives
- Sorted, received and distributed mail correspondence between departments and personnel
- Scheduled office meetings and client appointments for staff teams
- Answered incoming calls on high-volume, multi-line phone switchboard and pleasantly transferred callers to appropriate personnel
- Kept reception area clean and neat to give visitors positive first impression
- Greeted customers and visitors in-person and via telephone calls
- Provided clerical support to company employees by copying, faxing and filing documents
- Maintained confidentiality of information regarding clients and company
- Screened and Checked-in visitors, distributed visitor badges and managed logbooks to comply with safety and security
- Responded to inquiries from callers seeking information
- Provided callers with address, directions, company website and related information
- Troubleshot copy machines and printers and scheduled service as needed.
Education
Some College (No Degree) - Spanish/English Legal Interpreter
University of Georgia
Lawrenceville, GA 09.2021 - 10.2021
Some College (No Degree) - Combat Medic
US Army
Fort Sam Houston 02.1996 - 01.2004
Some College (No Degree) -
National College
Arecibo, PR 08.1995 - 01.1996
High School - undefined
Juan Alejo De Arizmendi High School
Quebradillas, PR 08.1992 - 6 1995
Skills
Account updating
Payment Processing
Complaint Handling
Customer inquiries
Issue Research
Management collaboration
Call flow maximization
Customer Complaint Resolution
Customer Service
Assertiveness
Customer Focus
Information Security
Paperwork Processing
Data Collection
Call triaging
Active Listening
Call center experience
Problem Resolution
Documentation
Research
Customer Relationship Management (CRM)
Software
Timeline
Customer Service Team Member
Toyota/Lexus Financial Services
11.2023 - 03.2024
Finance Assistant
Blue World Pools
03.2022 - 08.2022
Some College (No Degree) - Spanish/English Legal Interpreter
University of Georgia
09.2021 - 10.2021
Executive Receptionist
United Way Of Greater Atlanta
05.2007 - 09.2010
Community Resource Specialist
United Way Of Greater Atlanta
04.2005 - 02.2022
Some College (No Degree) - Combat Medic
US Army
02.1996 - 01.2004
Some College (No Degree) -
National College
08.1995 - 01.1996
High School - undefined
Juan Alejo De Arizmendi High School
08.1992 - 6 1995