Elizabeth Arellano
Experience Customer Service Representative
Rancho Cucamonga,CA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Customer Service Analyst
Langwasser & Company, CPAs
Upland, CA
08.2024 - Current
- Responded to customer inquiries via phone, email and chat.
- Responded promptly to all incoming inquiries from both internal and external sources.
- Maintained up-to-date records of customer interactions and transactions.
- Developed and maintained positive relationships with customers through effective communication.
- Performed data entry tasks related to customer accounts and orders.
- Provided excellent customer service by responding to inquiries in a timely and professional manner.
- Provided administrative support to multiple departments as needed.
- Greeted visitors in a professional manner and provided assistance when necessary.
- Maintained an organized filing system of paper documents and electronic files.
- Assisted with special projects as needed by researching information on the internet or through other sources.
- Answered incoming calls in a professional manner and directed callers to the appropriate personnel.
- Organized office operations and procedures, such as managing calendars, scheduling appointments, preparing reports and maintaining records.
- Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
- Performed data entry tasks into various computer systems accurately and efficiently.
- Utilized office equipment such as printers, copiers, and fax machines efficiently.
- Conducted data entry tasks with a high level of accuracy and efficiency.
Customer Service Representative 3 for Internet/Voice Specialist
Spectrum
Ontario, CA
11.2017 - 08.2024
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Implemented innovative methods for streamlining the customer service process.
- Developed positive relationships with customers through friendly interactions.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified opportunities for upselling additional products or services based on customer needs.
- Resolved customer complaints promptly and efficiently.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained a high level of professionalism when dealing with difficult customers.
- Gathered customer feedback through surveys and used the data to improve customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Collected deposits or payments and arranged for billing.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Mentored junior team members and managed employee relationships.
- Updated system with order specifics and customer details, preferences, and billing information.
- Responded promptly to all incoming inquiries from both internal and external sources.
- Ensured compliance with company policies when dealing with customers' requests.
- Responded to customer inquiries via phone, email and chat.
- Maintained up-to-date records of customer interactions and transactions.
Debt Recovery Specialist
Collection Technology Inc.
Rancho Cucamonga, CA
04.2014 - 10.2017
- Monitored customer accounts regularly to prevent further delinquencies from occurring.
- Adhered strictly to all applicable laws, regulations, and company policies while collecting outstanding debts.
- Maintained detailed records of all collection activities and account statuses.
- Identified legal options available for recovering past due debts when necessary.
- Participated in team meetings designed to discuss solutions for difficult cases or improve overall workflow processes.
- Performed skip tracing techniques to locate missing or hard-to-find customers.
- Assisted in developing policies and procedures related to debt collections activities.
- Conducted outbound calls, emails, and letters to customers with overdue payments.
- Researched and verified customer information to ensure accurate contact details.
- Consistently met departmental goals for total number of successful recoveries per month.
- Attended regular training sessions on new technologies, software applications, and industry trends related to debt recovery operations.
- Negotiated payment plans with customers in order to collect delinquent debts.
- Responded promptly and accurately to customer inquiries regarding their accounts status or payment arrangements.
- Processed payments over phone and set up recurring drafts.
- Reviewed accounts to determine payment plan compliance.
Education
Some College (No Degree) - Nursing
Chaffey College
Rancho Cucamonga, CASkills
- Inbound and Outbound Calling
- Data Entry
- Complaint resolution
- Product Knowledge
- Appointment Scheduling
- Typing proficiency
- Critical Thinking
- Customer Relationship Management (CRM)
- Call Center Operations
- Adaptive team player
- Scheduling
- Call Management
- Account updating
- Recordkeeping strengths
- Call documentation
- Client assessment
- Analytical thinking
- Resourcefulness
Accomplishments
- Silver awards every quarter for above average cycle statistics
- Exceeded expectations on annual reviews every year
Timeline
Customer Service Analyst
Langwasser & Company, CPAs
08.2024 - Current
Customer Service Representative 3 for Internet/Voice Specialist
Spectrum
11.2017 - 08.2024
Debt Recovery Specialist
Collection Technology Inc.
04.2014 - 10.2017
Some College (No Degree) - Nursing
Chaffey College
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