Summary
Overview
Work History
Education
Skills
Timeline
Generic

Iris Carvalho

Summary

Polite and professional Contact Center Representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Overview

6
6
years of professional experience

Work History

Contact Center Representative

GECU
04.2024 - Current
  • Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
  • Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
  • Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
  • Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
  • Managed high call volume while remaining focused on delivering excellent customer experiences.
  • Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
  • Reduced handle time by quickly identifying customer needs and providing accurate information.
  • Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
  • Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
  • Facilitated conflict resolution between customers and other departments when necessary, ensuring satisfactory outcomes for all parties involved.
  • Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
  • Responded proactively and positively to rapid change.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Enhanced customer relationships with personalized service and addressing individual concerns promptly.
  • Worked closely with other departments to provide seamless service delivery for complex client requests.
  • Maintained updated records of all financial transactions to support traceability.

Member Service Representative

GECU
11.2023 - 04.2024
    • Creating memorable member experiences through exceptional interactions
    • Handling transactions for members, including check cashing, deposits, withdrawals, transfers, loan payments, cashier's checks, and closing of accounts
    • Identify customer needs, provide information on new products and services, and direct customers to branch representatives as needed
    • Provide a high level of customer service, offering answers and assistance with a smile
    • Excellent communication, customer-service, and time-management skills
    • Meet and exceed bank service standards, greeting and acknowledging each customer to make them feel welcome, while complying with bank procedures and security protocols
    • Showing a sense of urgency to prioritize our members time and overall experience
    • Good understanding of check negotiation and placement of check holds in order to mitigate check fraud losses
    • Educates members in the use of our remote services to better assist.

Client Service Coordinator

Accent Care
05.2023 - 10.2023
  • Helped large volume of customers everyday with positive attitude and focus on customer satisfaction
  • Conducted training and mentored team members to promote productivity and commitment to friendly service
  • Maintained accurate record-keeping with proactive attention to client information updates
  • Managed receptionist area by greeting visitors, responding to telephone, and email inquiries and providing information for in-person requests
  • Utilized active listening skills to identify customer needs and provide appropriate solutions
  • Responded to customer calls and emails to answer questions about products and services
  • Maintained and managed customer files and databases
  • Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage
  • Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors
  • Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability
  • Developed strong working relationships with management and executive team through affective scheduling and communication skills
  • Devised online scheduling resource to provide employees with real-time access to schedules and time-off requests
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel
  • Resolved issues through active listening, and open-ended questioning, escalating major problems to manager
  • Completed bi-weekly payroll for employees.

Video Repair Customer Service Representative

Spectrum
01.2022 - 04.2023
  • Handled customer inquiries, and suggestions courteously and professionally
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
  • Answered constant flow of customer calls with minimal wait times
  • Updated account information to maintain customer records
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Responded to customer requests for products, services, and company information
  • Clarified customer issues and determined the root cause of problems to resolve product or service complaints
  • Participated in team meetings and training sessions to stay informed about product updates and changes
  • Developed customer service policies and procedures to meet and exceed industry service standards
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Investigated and resolved accounting, service and delivery concerns
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
  • Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions
  • Educated customers about billing, payment processing, and support policies and procedures
  • Responded proactively and positively to rapid change.

Barista

Summer Moon Coffee
07.2021 - 09.2022
  • Pleasantly interacted with customers during hectic periods to promote a fun, positive environment
  • Controlled line and crowd with quick, efficient service
  • Cleaned counters, machines, utensils, and seating areas daily
  • Maintained regular, consistent attendance and punctuality
  • Packaged bagels, muffins, and other food items for customer purchase
  • Repaired minor issues and maintained espresso equipment and coffee machines for smooth functioning
  • Promoted additional items with beverages, increasing store sales
  • Minimize spoilage with proper use of first-in-first-out stock procedures
  • Learned special recipe items and seasonal offerings to best meet customer needs
  • Sanitized equipment and wiped down counters and tables to prevent spread of germs
  • Completed successful daily cash audits to correctly balance drawers at end of shifts
  • Listened carefully to customer requests and created personalized, delicious beverages which improved sales
  • Maintained and operated espresso machines, blenders, commercial coffee, brewers, coffee pots, and other equipment
  • Made and served brand-specific café beverages with focus on speed, quality and consistency
  • Trained new employees, sharing, knowledge and expertise of coffees, teas, and merchandise
  • Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores
  • Elevated customer loyalty by using strong communication abilities to resolve customer problems
  • Used POS system to accurately enter orders and process payments
  • Prevented infections and maintained store and professionalism by cleaning and sanitizing work areas daily
  • Followed exact recipes for mixing and preparing beverage and food items.

Waitress/Hostess/Server Shift Leader

Pho Tre Bien Cafe
02.2021 - 09.2021
  • Cultivated warm relationships with regular customers
  • Oversaw daily operations of service team, delegated tasks, and trained new staff
  • Handled customer complaints, professionally, resolving issues through diplomatic acknowledgment and commitment to service
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business
  • Bussed and reset tables to keep dining room and work areas clean
  • Kept register accurate through correct billing, payment processing, and cash management practices
  • Handled table service and other dining room tasks to address shortfalls due to unexpected absences or unusual service volumes
  • Collaborated with kitchen staff to coordinate restaurant goals such as upselling certain items, addressing product availability issues and other communication concerns
  • Addressed and resolved customer conflicts with managed waitstaff, verifying satisfactory outcomes for involved parties
  • Provided front-of-house manager with detailed customer metrics to inform stock ordering, reducing food waste and increasing profits
  • Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest
  • Addressed and resolved customer complaints and issues to increase satisfaction and establish trust
  • Maintained clean and organized dining area to create pleasant and welcoming atmosphere for customers
  • Kept updated knowledge of menu and promotions, recommending specific items, according to preferences and food allergies
  • Taught staff how to deliver outstanding service to every customer without sacrificing profit objectives
  • Inspected FOH stock to identify shortages, replenish supply and maintain consistent inventory
  • Observed servers to provide feedback and coaching in areas requiring improvement
  • Conducted meetings with management to discuss operational issues and develop ways to improve services.

Cashier

Circle K
11.2020 - 03.2021
  • Greeted customers entering store and responded promptly to customer needs
  • Build relationships with customers to encourage repeat business
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
  • Worked flexible schedule and extra shifts to meet business needs
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy
  • Kept cash wrap stocked, products faced and shelving free of misplaced items or trash
  • Conducted inventory counts by adding each item in stock and documenting in computer system
  • Handled cash with high accuracy and took care to check bills for fraud
  • Performed cash, card and check transactions to complete customer purchases
  • Operated cash register to record transactions accurately and efficiently.

Barista Shift Lead

Dunkin' Donuts
11.2019 - 11.2020
  • Served customers quickly and efficiently and created strategies to prevent delays
  • Generated friendly atmosphere by encouraging employees to greet and speak to customers
  • Created superlative coffeehouse experience through customer service, beverage preparation, and presentation, in-store marketing and through cleanliness and sanitation of space
  • Monitored customer feedback to improve barista performance and customer service
  • Pleasantly interacted with customers during hectic periods to promote a fun, positive environment
  • Cleaned counters, machines, utensils, and seating areas daily
  • Elevated customer loyalty by using strong communication abilities to resolve customer problems
  • Sanitized equipment and wiped down counters and tables to prevent spread of germs
  • Prepared specialty drinks such as cappuccinos, lattes, and mochas.
  • Developed strong relationships with regular customers, fostering loyalty through personalized attention and product recommendations.
  • Managed cash registers accurately, ensuring proper handling of cash transactions and end-of-day reconciliations.
  • Mentored new hires, sharing knowledge and expertise to ensure their success as baristas.
  • Restocked and cleaned stations and facilities to maintain cleanly and operable standards.
  • Memorized ingredients and recipes for wide variety specialty drinks.
  • Improved overall cleanliness standards by implementing a more efficient cleaning schedule during closing shifts.
  • Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
  • Supervised food presentation and plating to enhance visual appeal.

Financial Customer Service Representative

GC Services/Verizon
10.2018 - 04.2019
  • Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
  • Enhanced customer relationships with personalized service and addressing individual concerns promptly.
  • Maintained up-to-date knowledge of industry trends and best practices, utilizing insights to inform decision-making processes.
  • Demonstrated flexibility and adaptability, seamlessly transitioning between different roles within the customer financial services team as needed.
  • Provided support during high call volume periods, maintaining professionalism under pressure.
  • Educated customers on available products and services, tailoring recommendations based on individual needs and preferences.
  • Reduced delinquencies with proactive communication and payment plan negotiations.
  • Managed sensitive customer information with strict adherence to privacy regulations and company policies.
  • Conducted thorough research to resolve complex billing issues, preventing escalations and ensuring accurate resolutions.
  • Leveraged strong interpersonal skills to build trust among clients while handling difficult conversations regarding debt or past-due accounts.
  • Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
  • Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
  • Conducted research to answer questions and handle issues using multiple systems and resources.

Education

Pebble Hills High School
01.2018

Loretto Academy
01.2016

Skills

    • Customer Service
    • Verbal and written communication
    • Technical Support
    • Payment Processing
    • Call Center Operations
    • Money handling abilities
    • De-Escalation Techniques
    • Understanding Customer Needs
    • Relationship Building
      • Policies and Procedures Adherence
      • Transaction Processing
      • Issue and Complaint Resolution
      • Billing Adjustments and Refunds
      • Computer Skills
      • Teamwork and Collaboration
      • Product and service knowledge
      • Call Control
      • Customer communications

Timeline

Contact Center Representative

GECU
04.2024 - Current

Member Service Representative

GECU
11.2023 - 04.2024

Client Service Coordinator

Accent Care
05.2023 - 10.2023

Video Repair Customer Service Representative

Spectrum
01.2022 - 04.2023

Barista

Summer Moon Coffee
07.2021 - 09.2022

Waitress/Hostess/Server Shift Leader

Pho Tre Bien Cafe
02.2021 - 09.2021

Cashier

Circle K
11.2020 - 03.2021

Barista Shift Lead

Dunkin' Donuts
11.2019 - 11.2020

Financial Customer Service Representative

GC Services/Verizon
10.2018 - 04.2019

Pebble Hills High School

Loretto Academy

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Iris Carvalho