Daniela Moreno Gonzalez
Tampa,FL
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.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Timber Warriors
Lake St Louis, MO
08.2023 - 08.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- 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.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
Customer Service Representative
Systems & Methods Inc.
Atlanta , GA
10.2021 - 07.2023
- Led on- and off-site customer support teams across multiple time zones.
- Updated system with order specifics and customer details, preferences, and billing information.
- Contacted customers about potential service upgrades, new services and account changes.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated databases with new and modified customer data.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Developed strong customer relationships to encourage repeat business.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Office Assistant
Leo Lions property perseveration
St Louis, Missouri
10.2016 - 06.2020
- Greeted visitors, determined their needs and directed them to the appropriate personnel.
- Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
- Organized office operations and procedures, such as managing calendars, scheduling appointments, preparing reports and maintaining records.
- Answered incoming calls in a professional manner and directed callers to the appropriate personnel.
- Coordinated travel arrangements for staff members, including making reservations for flights or hotels.
- Managed office supply inventory by tracking orders and ensuring adequate stock levels are maintained at all times.
- Assisted with special projects as needed by researching information on the internet or through other sources.
Education
Associate of Arts - Business Administration
University of Phoenix
Tempe, AZ05-2026
High School Diploma -
Troy Buchanan High School
Troy, MO05-2008
Skills
- Call Management
- Paperwork Processing
- Product Knowledge
- Report Generation
- Inbound and Outbound Calling
- Account updating
- Scheduling
- Data Entry
- Data Collection
- Clerical Support
- Reading Comprehension
- Spreadsheets
- Documentation
- Payment Processing
- Staff Training
- Research
- Problem-solving abilities
- Proofreading
- 10-Key
- Microsoft Office expertise
- Follow-up skills
- Technical Support
- Customer Service
- Active Listening
- Positive and professional
- High-energy attitude
- Fluent in Spanish
Timeline
Customer Service Representative
Timber Warriors
08.2023 - 08.2024
Customer Service Representative
Systems & Methods Inc.
10.2021 - 07.2023
Office Assistant
Leo Lions property perseveration
10.2016 - 06.2020
Associate of Arts - Business Administration
University of Phoenix
High School Diploma -
Troy Buchanan High School