Glenda Marquez
Cypress,TX
Summary
Proven achiever with a background at JPMorgan Chase, I excel in enhancing customer satisfaction and improving call center metrics through effective problem-solving and escalation handling. Fluent in Spanish, I combine excellent verbal communication and multitasking abilities to deliver superior service, demonstrating reliability and a goal-oriented approach to exceed performance targets.
Overview
17
17
years of professional experience
Work History
Telephone Customer Service Representative
JPMorgan Chase
04.2007 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained comprehensive knowledge of products and services, ensuring accurate information delivery to customers.
- Improved overall call center metrics by maintaining low average hold times and high first-call resolution rates.
- Contributed to team success by assisting colleagues in handling complex or escalated calls as needed.
Education
Robert E Lee High School
Houston05.1999
Skills
- Goal-Oriented
- Escalation Handling
- Call Center Customer Service
- Problem-solving skills
- Complaint resolution
- Inbound phone calls
- Verbal and written communication
- Fluent in Spanish
- Reliability
- Multitasking Abilities
Timeline
Telephone Customer Service Representative
JPMorgan Chase
04.2007 - Current
Robert E Lee High School
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