Hi, I’m
Fatima Y. Contreras
Naples,Fl
Summary
Experienced customer service representative dedicated to enhancing customer satisfaction and promoting the company\'s brand name. Excels in building strong relationships and resolving issues promptly and effectively. Committed to providing exceptional service and ensuring positive customer experiences.
Overview
8
years of professional experience
Work History
Centennial Bank
Customer Service Representative Team Lead
07.2022 - Current
Job overview
- Assisted team members to ensure consistent top-quality service.
- Contributed to multiple departments when understaffed.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Implemented initiatives that significantly boosted overall team spirit.
- Facilitated prompt problem-solving.
- Streamlined performance review process to enhance development opportunities.
- Demonstrated reliability and punctuality.
Airport Kia of Naples
Customer Service Representative
01.2021 - Current
Job overview
- Responded promptly and answered/resolved customer inquiries and complaints
- Investigated and resolved service issues and/or product problems
- Managed customers’ database accounts, performed customer verification and processed applications, orders and requests
- Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments
- Kept records of customer interactions and actions taken, including – transactions, comments, inquiries and complaints
- Supplied customers with written responses and information and followed up on customer communications
Professional Lawn Service of SW FLA Inc
Customer Service Representative
01.2017 - 01.2021
Job overview
- Communicated directly with customers by phone, electronically or face to face
- Provided customers with technical support using maintenance procedures created with company products
- Wrote and kept accurate records of discussions and correspondence with customers
- Trained and coached team members to deliver a high standard of customer service
- Learned about products and services and kept up to date with changes
- Kept ahead of technology developments by attending professional courses
Education
High School Diploma
Skills
- Problem Analysis
- Problem Solving
- Organizational Skills
- Customer Service Orientation
- Adaptability
- Initiative
- Strong Interpersonal-Communication skills
- Knowledge about customer service applications and administrative procedures
Accomplishments
- Developed the customer service policy for the organization: Developed customer service procedures, performance level and QA standards for the organization.
Keyskillsandqualifications
- Problem Analysis
- Problem Solving
- Organizational Skills
- Customer Service Orientation
- Adaptability
- Initiative
- Strong Interpersonal-Communication skills
- Knowledge about customer service applications and administrative procedures
- Languages – Fluent in English and Spanish
- Relevant customer service courses
- High School Diploma
Languages
English/ Spanish
Native or Bilingual
Timeline
Customer Service Representative Team Lead
Centennial Bank
07.2022 - Current
Customer Service Representative
Airport Kia of Naples
01.2021 - Current
Customer Service Representative
Professional Lawn Service of SW FLA Inc
01.2017 - 01.2021
High School Diploma
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