Grissel Mercado Soza
Indianapolis,IN
Summary
Achieved significant customer loyalty and reduced production errors at PLS Check Cashing and Xpress 360 through expert problem-solving and critical thinking. Streamlined processes and resolved conflicts efficiently, demonstrating exceptional customer service and money handling abilities. Enhanced team performance by cross-training, showcasing leadership and active listening skills.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
PLS Check Cashing
07.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Production
Xpress 360
08.2023 - 07.2024
- Loaded and unloaded items from production line.
- Streamlined repair processes to minimize disruption to production schedules.
- Optimized production processes by implementing efficient materials selection strategies.
- Streamlined defect identification processes, significantly reducing production errors.
Manager
Ficohsa Bank Nicaragua
03.2019 - 10.2021
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
Education
11 Th - Contabilidad
Nicaragua
Nicaragua 02.2017
Skills
Customer Service
Timeline
Customer Service Representative
PLS Check Cashing
07.2024 - Current
Production
Xpress 360
08.2023 - 07.2024
Manager
Ficohsa Bank Nicaragua
03.2019 - 10.2021
11 Th - Contabilidad
Nicaragua
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