Felix Mateo
Reading,PA
Summary
Dedicated in executing superlative and unparalleled customer service experiences. Reliable and responsible.
Overview
10
10
years of professional experience
Work History
Quality Assurance Analyst
Rentokil North America
West Reading, PA
07.2017 - Current
- Analyzed and identified trending areas of opportunity between customers and service representatives to improve satisfaction and ensure company metric consistency.
- Took ownership overseeing Better Business Bureau communications. Saved our financial partner from severing our contract after raising Rentokil's public letter grade, resolving open complaints.
- Supported the customer service center in maintaining a work environment focused on quality, communication, collaboration, integration and team work.
- Tested communication pilot for customers to get virtual assistance.
Customer Service Representative
Rentokil North America
West Reading, PA
07.2017 - Current
- Experienced in resolving inbound/outbound calls assisting multiple acquisitions including high profiting clientele across North America.
- Obtained experience as assistant trainer for new hire's.
- Facilitated team lead assistance in de-escalating upset clients while providing solutions to turn around inconveniences.
- Experience as floor support for new hires experiencing their first inbound interactions.
- Actively volunteered for projects, pilots.
Sales Representative
Old Navy
West Reading, PA
09.2015 - 10.2017
- Exceptionally welcomed and greeted customer's, offering assistance with shopping requests.
- Provided styling tips and suggestions to questioning customer's.
- Processed merchandise transactions.
- Organized incoming shipment and distribution to the sales floor.
- Assisted in changing floor plans per playbook outlines.
Waiter
Friendlys Ice Cream LLC
West Reading, PA
04.2012 - 11.2015
- Maintained customer satisfaction with timely check-ins to assess food and beverage needs.
- Quickly turned over tables for consistency of new customers.
- Maintained an organized server area, ensuring full product stock while working tables.
Education
Some College (No Degree) - Communications in Film/Media
Penn State Berks/Main Campus
Wyomissing, PAHigh School Diploma -
Wyomissing Area High School
Wyomissing, PA05.2014
Skills
- Empathetic towards customers concerns
- Professional and calm under pressure
- Courteous
- Strong Quality Mindset
- Creative and team oriented
Timeline
Customer Service Representative
Rentokil North America
07.2017 - Current
Quality Assurance Analyst
Rentokil North America
07.2017 - Current
Sales Representative
Old Navy
09.2015 - 10.2017
Waiter
Friendlys Ice Cream LLC
04.2012 - 11.2015
Some College (No Degree) - Communications in Film/Media
Penn State Berks/Main Campus
High School Diploma -
Wyomissing Area High School
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