Elizabeth Mendez
Las Vegas,NV
Summary
Motivated professional with a strong background, diverse interests, and solid education seeking a career position. Committed to leveraging skills and knowledge for mutual benefit. Highly interested in joining a company that fosters growth and offers opportunities for advancement.
Overview
16
16
years of professional experience
Work History
Utilities Customer Service Specialist
City Of North Las Vegas
03.2022 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Loan Counselor I
Pennymac Loan Services LLC
07.2020 - 02.2022
- Performed specialized duties to effectively service early stage delinquent loans by utilizing collection strategies and techniques
- Loan counselors will work directly with each customer to reach a permanent solution to their delinquency
Call Transfer Agent
Hilton Grand Vacations
04.2020 - 10.2020
- Maintained an upbeat positive and motivated demeanor especially when interacting with Hilton guest, co-workers, supervisors and managers
- Maintained individual sales and marketing goals for performance measures
- Ensured guests meet minimum eligibility requirements to tour sales center
Utilities Customer Service (City of NLV)
Pridestaff Employment Agency
10.2020 - 07.2020
- Performed specialized duties in billing, call center, collections, and new customer units relating to City utilities; and performed other financial support duties
- Assisted in reviewing and resolving errors from computer generated reports relating to billing and collections; reviewed and researched customer accounts for misapplied payments, discrepancies, delinquencies, returned checks and ownership records;
- Processed refunds, adjustments, cancellations and re-bills for accounts within predefined parameters; and researched bankruptcy and lien filing notifications within established standard procedures
Customer Care / Reservation Agent
MGM Resorts Intl. Contact Center
07.2013 - 04.2019
- Provided the highest level of customer service to Luxury reservation guests while demonstrating a complete working knowledge of all Mlife offerings
- Booked and modified current and future reservations for rooms, dining and shows located within MGM Resorts International properties
- Provided guest experience that meets and exceeds applicable industry rating standards (Forbes, AAA, Zagat, etc.)
Marine Services Cashier
MGM Resorts Intl. The Mirage
07.2008 - 07.2013
- Responsible for ticket sales for Secret Garden & Dolphin Habitat Admissions
- Provided guest services and answered guest inquiries
- Accurately accounted for all forms of payments at end of day
- Reserved and booked VIP tours and TFD programs
Education
AA - Arts
College of Southern Nevada
Las Vegas, Nevada01.2019
El Paso Community College
El Paso, Texas01.2006
David L. Carrasco Job Corps Center
01.2005
Skills
- Excellent customer service
- Microsoft Excel
- Bilingual: English/Spanish
- Microsoft Word
- Cash handling skills
- Microsoft Power Point
- Complaint resolution
- Call center experience
- Good communication skills
- Excellent written and oral communication
References
Available Upon Request
Timeline
Utilities Customer Service Specialist
City Of North Las Vegas
03.2022 - Current
Utilities Customer Service (City of NLV)
Pridestaff Employment Agency
10.2020 - 07.2020
Loan Counselor I
Pennymac Loan Services LLC
07.2020 - 02.2022
Call Transfer Agent
Hilton Grand Vacations
04.2020 - 10.2020
Customer Care / Reservation Agent
MGM Resorts Intl. Contact Center
07.2013 - 04.2019
Marine Services Cashier
MGM Resorts Intl. The Mirage
07.2008 - 07.2013
El Paso Community College
David L. Carrasco Job Corps Center
AA - Arts
College of Southern Nevada
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