Summary
Overview
Work History
Education
Skills
Timeline
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Erika Portillo

Princeton

Summary

Dynamic professional with a proven track record in customer service and problem resolution, honed at Mr. Cooper Mortgage and other notable companies. Excelled in high-stress situations, enhancing customer loyalty through empathy and effective communication. Skilled in data entry and active listening, consistently achieving high customer satisfaction.

Overview

2
2
years of professional experience

Work History

Customer Service Representative

Mr. Cooper Mortgage
02.2024 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Barista

Dunkin' Donuts
10.2023 - 01.2024
  • Maintained a clean and organized workspace for optimal productivity and safety.
  • Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Contributed to a positive team environment through effective communication and collaboration with colleagues.

Cashier

Dollar Tree
05.2023 - 07.2023
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

Retail Sales Associate

AutoZone
09.2022 - 01.2023
  • Greeted customers and helped with product questions, selections, and purchases.
  • Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.

Education

McKinney High School
McKinney, TX
06.2021

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Customer relations
  • Call center experience
  • Computer proficiency
  • Professional telephone demeanor
  • Customer satisfaction measurement
  • Call center operations

Timeline

Customer Service Representative

Mr. Cooper Mortgage
02.2024 - Current

Barista

Dunkin' Donuts
10.2023 - 01.2024

Cashier

Dollar Tree
05.2023 - 07.2023

Retail Sales Associate

AutoZone
09.2022 - 01.2023

McKinney High School

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Erika Portillo