Felix Maestas
Summary
Proven track record in enhancing customer satisfaction and streamlining operations, as demonstrated at Sherri Scott Real Estate. Skilled in CRM system proficiency and active listening, I excel in conflict mediation and problem resolution, significantly improving service standards and achieving high recovery rates.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Sherri Scott Real Estate
04.2021 - 01.2024
- Responded to customer requests for products, services, and company information.
- Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
- Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
- Streamlined communication channels for improved customer experience and faster response times.
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
Customer Service Call Center Representative
Liberty Tax Service
11.2020 - 04.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
- Built strong relationships with clients through genuine empathy, active listening, and clear communication skills.
Debt Collections Officer
Performant Recovery
04.2018 - 10.2020
- Participated in regular team meetings to discuss account updates and share best practices for improved collections outcomes.
- Arranged for repayment or established repayment schedules based on customers' financial situations.
- Evaluated debtor payment proposals against established guidelines before making informed recommendations for approval or rejection.
- Prepared comprehensive reports on collection activities, enabling informed decision-making by management regarding resource allocation and strategy development.
- Reduced delinquency rates by initiating proactive communications with debtors and offering tailored payment solutions.
- Enhanced customer relations by providing empathetic support during the collections process, preserving positive relationships for future business opportunities.
- Achieved consistently high recovery rates through persistence in communication efforts and skillful negotiation tactics.
Education
High School Diploma -
John Swett High School
Crockett, CA06.1975
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- [Software] CRM system proficiency
- Report Preparation
- Escalation management
- Quality Assurance Controls
- Brand representation
- Conflict Mediation
- Office equipment proficiency
- Research
Timeline
Customer Service Representative
Sherri Scott Real Estate
04.2021 - 01.2024
Customer Service Call Center Representative
Liberty Tax Service
11.2020 - 04.2021
Debt Collections Officer
Performant Recovery
04.2018 - 10.2020
High School Diploma -
John Swett High School
Similar Profiles
Pamela EnglishPamela English
Operations Manager at Scott Moore | Christie's International Real EstateOperations Manager at Scott Moore | Christie's International Real Estate
Tuan VoTuan Vo
Real Estate Broker at John L. Scott Real EstateReal Estate Broker at John L. Scott Real Estate
Marley LucasMarley Lucas
Licensed Realtor at John L. Scott Real EstateLicensed Realtor at John L. Scott Real Estate
Tarah ParhamTarah Parham
Customer Service Representative/Retention Customer Service Representative at AT&TCustomer Service Representative/Retention Customer Service Representative at AT&T
Kyra FieldsKyra Fields
Customer Service Representative/Outbound Customer Service Representative at Rooms To GoCustomer Service Representative/Outbound Customer Service Representative at Rooms To Go