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
Las Vegas, NV
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
Summerlin, NV
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
Las Vegas, Nevada
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
Las Vegas, Nevada
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
Las Vegas, Nevada
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
Las Vegas
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