Daisey Sanchez
La Feria,Texas
Summary
Service-focused Customer Service Representative dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to consistently meet performance targets. Focused Technical Support Representative with 2 years of experience in helping users utilize and troubleshoot software and systems. Demonstrated record of facilitating workflow through quality prioritization, escalation, and tracking techniques. Offering exceptional communication with customers by chat, email and phone.
Overview
3
3
years of professional experience
Work History
Customer Service Associate
Fiserv
Remote, TX
04.2023 - 03.2024
- Answered inbound calls to greet and assist customers with various needs and questions
- Resolved customer inquiries, complaints, and issues providing insightful solutions
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- De-escalated customer complaints using specialized communication techniques
- Navigated multiple systems to identify source of issue
- Communicated with clients over phone, email and chat platforms
- Addressed customer concerns and complaints and resolved issues promptly
- Offered products and services to meet customers' needs and goals
- Opened and updated checking and savings accounts and CDs
- Handled diverse customer needs related to financial products, lines of credit and account features
- Followed company and regulatory policies to protect customer and bank assets
- Completed necessary paperwork and data entry promptly to provide steady flow of information
- Engaged customers in conversations and introduced timesaving digital banking options
- Served new and existing accounts by conducting routine transactions and maintaining customer's internet banking relationship.
Technical Support Specialist
Kelly Connect
Remote, TX
12.2022 - 02.2023
- Communicated clearly asking informed questions and listening actively to provide targeted support for technical issues
- Conducted tests and inspections of products, services, or processes to evaluate quality or performance
- Troubleshoot system errors and identify potential solutions
- Assisted customers with technical issues on a wide range of products and services via live chat.
- Followed company policies on returns, exchanges, and refunds when assisting customers.
- Troubleshoot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
Customer Service Representative
Maximus
Remote, TX
01.2021 - 08.2022
- Served as friendly first point of contact for customer inquiries
- Met and exceeded daily service quality and performance goals
- Handled escalated callers to reach positive outcomes
- Answered inbound calls to greet and assist customers with various needs and questions
- Answered inquiries, set appointments, and performed data entry
- Performed data entry into various company software systems
- Scheduled appointments for patients using the electronic health records system
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services
- Responded promptly to emails, and phone calls from customers seeking assistance or advice.
Education
High School Diploma -
La Feria High School
Skills
- Complaint escalation
- Account updating
- Refunds processing
- Customer complaint resolution
- Refunds and exchanges
- Customer service
- Data entry
- Quality control
- Manage customer accounts
- Problem resolution
- Order processing
- Banking operations support
- CRM software
- Appointment Scheduling
- MS Office proficiency
- Customer Support
Languages
I am bilingual in Spanish.
Timeline
Customer Service Associate
Fiserv
04.2023 - 03.2024
Technical Support Specialist
Kelly Connect
12.2022 - 02.2023
Customer Service Representative
Maximus
01.2021 - 08.2022
High School Diploma -
La Feria High School
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