Fatima Lucio
Brownsville,TX
Summary
Dynamic customer service professional with extensive experience at Maximus Federal Services, adept at conflict resolution and active listening. Proven track record in enhancing customer satisfaction through effective complaint handling and informed recommendations. Skilled in data entry and maintaining accurate records, ensuring compliance and operational excellence.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Maximus Federal Services
Brownsville, TX
11.2023 - 12.2025
- Assisted customers with inquiries and resolved issues promptly.
- Utilized customer support software to document interactions and track resolutions.
- Learned product features and services to effectively address customer needs.
- Provided accurate information on company policies and procedures to enhance customer understanding.
- Educated beneficiaries on Medicare benefits and enrollment procedures, fostering understanding.
- Maintained detailed records of customer interactions, ensuring compliance and accuracy.
- Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details.
- Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
- 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.
Customer Service Representative
TaskUs
Harlingen, TX
09.2021 - 08.2022
- Adapted quickly to new technologies and processes in a fast-paced environment.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Actively participated in training sessions to enhance product knowledge and service skills.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Cashier
Whataburger
Brownsville, TX
10.2019 - 10.2021
- Processed customer transactions efficiently using point-of-sale systems.
- Provided outstanding service, resolving customer inquiries and concerns promptly.
- Maintained accurate cash drawer, ensuring accountability and adherence to cash handling procedures.
- Assisted in training new cashiers on operational policies and customer service standards.
Education
High School Diploma -
Veterans Memorial High School
Brownsville,TXSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Conflict resolution
- Complaint handling
- Payment processing
- Customer satisfaction measurement
- Order processing
- Prioritization
- Quality control
- De-escalation techniques
- Research
- Stock management
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Customer Service Representative
Maximus Federal Services
11.2023 - 12.2025
Customer Service Representative
TaskUs
09.2021 - 08.2022
Customer Service Cashier
Whataburger
10.2019 - 10.2021
High School Diploma -
Veterans Memorial High School