Daisy Cortes
Staten Island,NY
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. 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
10
10
years of professional experience
Work History
Customer Service Representative
Direct Cash LLC
01.2019 - 05.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Mentored new employees on procedures and policies to maximize team performance.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Collections Specialist
Dressler Associates
07.2016 - 01.2021
- Updated account status records and collection efforts.
- Identified past due accounts and contacted account holders to arrange payment.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Contacted customers and explained debt management to encourage timely debt payments.
- Recovered lost revenue by persistently reaching out to customers with past due accounts.
- Processed payments and applied to customer balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used skip tracing and other techniques to locate debtors.
- Quantified debtor balances to avoid late payments and bad credit.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Negotiated to collect balance in full.
Cashier
Fresh Tortillas
01.2013 - 01.2016
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Answered questions about store policies and addressed customer concerns.
- Performed cash, card and check transactions to complete customer purchases.
Education
Associate of Arts - Criminal Justice
Borough of Manhattan Community College of The City University of New York
New York, NY06.2023
Skills
- Report Generation
- Credit Card Payment Processing
- Report Creation
- Building Customer Trust and Loyalty
- Spanish Fluency
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Creative Problem Solving
- Customer Service
- Inbound and Outbound Calling
- Billing and Collections Best Practices
- Skip Tracing
- Retail Sales Customer Service
- Report Transcription
- Microsoft PowerPoint
- Microsoft Excel
- Microsoft Word
- Money Handling Abilities
- Critical Thinking
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Direct Cash LLC
01.2019 - 05.2023
Collections Specialist
Dressler Associates
07.2016 - 01.2021
Cashier
Fresh Tortillas
01.2013 - 01.2016
Associate of Arts - Criminal Justice
Borough of Manhattan Community College of The City University of New York
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