Gladys Vargas De Reyes
Haverhill,MA
Summary
Accomplished customer service professional with extensive experience at City of Haverhill and Fantini Bakery, specializing in complaint resolution and relationship management. Consistently achieved a high resolution rate by building trust with clients and employing effective communication strategies. Proficient in CRM systems and adept at transforming challenges into positive outcomes, demonstrating strong time management and negotiation skills to enhance customer satisfaction and loyalty.
Overview
13
13
years of professional experience
Work History
311 Operator
City of Haverhill
Haverhill, MA
10.2020 - Current
- Answered residents' inquiries over the phone and via email.
- Built sustainable relationships of trust through open communication with residents.
- Provided accurate, valid, and complete information to residents.
- Resolved residents' complaints promptly and professionally.
- Maintained a detailed record of all residents' interactions, transactions, comments, and complaints.
- Assisted residents in navigating through website features and functions to locate desired information or products.
- Followed up on resident inquiries that were not immediately resolved by providing timely updates on the status of their requests.
- Created monthly reports summarizing residents' service activities, including the number of calls handled and the resolution rate.
Customer Service
Fantini Bakery
Haverhill, MA
11.2011 - 03.2016
- Greeted customers and provided assistance with product selection.
- Organized store shelves, displays, and backroom areas to ensure efficient workflow.
- Processed customer transactions using cash registers and point-of-sale systems.
- Resolved customer complaints in a professional manner.
Education
Bachelor of Laws - Law
Pontificia Universidad Catolica Madre Y Maestra
Santiago, Dominican Republic05-2008
Skills
- Complaint resolution
- Time management
- Scheduling
- Grammar
- Client relations
- Staff education and training
- Tactful and diplomatic
- Relationship building
- Customer relationship management (CRM)
- Support case resolution
- Negotiation strategies
- Retail sales customer service
- Microsoft Office Suite
- Problem-solving
- Tracking complaints
- Call center operations
- Customer service
Languages
Spanish
Professional
English
Professional
French
Limited
Timeline
311 Operator
City of Haverhill
10.2020 - Current
Customer Service
Fantini Bakery
11.2011 - 03.2016
Bachelor of Laws - Law
Pontificia Universidad Catolica Madre Y Maestra
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