ELIZABETH FLORES
SOUTH GATE,CA
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. 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. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
12
12
years of professional experience
Work History
Associate Customer Service Representative
Wells Fargo & Company
El Monte, CA
11.2021 - Current
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed and actualized customer service initiatives to decrease wait times
- Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Answered constant flow of customer calls with minimal wait times
- Answered average of 50+ calls per day, addressing customer inquiries, solving problems and providing product information
Personal Banker
Wells Fargo & Company
Los Angeles, CA
06.2014 - 10.2020
- Promoted financial products by maintaining excellent service offering knowledge.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Created innovative financial solutions to meet customer needs and provide competitive edge.
- Interviewed customers to obtain information needed for opening accounts or renting safe-deposit boxes.
- Presented new and additional products and services to existing customers
Assistant Manager
Speedy Cash Loans
Los Angeles, CA
06.2008 - 05.2014
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Increased sales revenues by promoting complementary products and educating customers about store promotions.
- Increased sales by driving operational efficiencies and building excellent customer rapport.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Planned team-building exercises to increase employee performance and job satisfaction.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
Education
High School Diploma -
Montebello High School
Montebello, CA06.2006
Skills
- Understanding Customer Needs
- Responding to Difficult Customers
- Multitasking and Prioritization
- POS Systems and Ordering Platforms
- Building Customer Trust and Loyalty
- Patient and Empathetic
- De-escalation Techniques
- Team-Oriented and Cooperative
- Establishing and Maintaining Customer Relationships
Languages
Spanish
Native or Bilingual
Timeline
Associate Customer Service Representative
Wells Fargo & Company
11.2021 - Current
Personal Banker
Wells Fargo & Company
06.2014 - 10.2020
Assistant Manager
Speedy Cash Loans
06.2008 - 05.2014
High School Diploma -
Montebello High School