Dominga Esteban
Port Saint Lucie,FL
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
Metro by T-Mobile
Jupiter, Florida
03.2013 - Current
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Monitored staff performance to ensure adherence to customer service standards.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Provided exceptional customer service to ensure customer satisfaction.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Evaluated and authenticated returns, exchanges and voids.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
- Conducted research and reviewed findings to solve customer issues.
- Audited customer account information to identify issues and develop solutions.
- Reviewed accounts for payments received or approved credit arrangements.
- Explained benefits, features, and recommendations to maximize client retention.
- Recruited and trained new employees to meet job requirements.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Skills
- Report Preparation
- Talent Development
- Workflow Management
- Complaint resolution
- Call Center Operations
- Technical Support
- Sales Promotion
- Time Management
- Sales proficiency
- Product Knowledge
- Training and coaching
- Problem-Solving
- Focused on customer satisfaction
- Customer Retention
- Customer Relations
- Customer-focused
- Cash Handling
- Issue Resolution
- Customer Service
Timeline
Customer Service Manager
Metro by T-Mobile
03.2013 - Current