Itati Verdin
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative
M'Chel HairCare Company
09.2024 - Current
- Acted as the first point of contact for customer and client inquiries, responding promptly through email and messaging platforms with professionalism, empathy, and a solution-first mindset.
- Maintained and updated operational records and customer documentation, ensuring accurate, accessible information to support fast and effective problem-solving.
- Flagged trends in customer concerns and identified opportunities to prevent churn and increase satisfaction through better communication and proactive engagement.
- Investigated customer complaints regarding product quality or service rendered.
Customer Service Representative
DLWellness
01.2023 - 01.2025
- Managed executive scheduling, data entry, and document upkeep with precision, ensuring operational readiness and smooth support delivery across departments.
- Demonstrated a strong customer-centric mindset by taking full ownership of client issues from first contact to final resolution ensuring each interaction was handled with care, urgency, and a commitment to satisfaction.
- Regularly volunteered to take on complex or 'problem' tickets, reviewing full ticket histories and system logs to resolve issues holistically not just quickly.
- Monitored customer accounts for any discrepancies or irregularities.
Customer Service Representative
LDR Managment Company
12.2022 - 12.2023
- Resolve an average of 50 customer inquiries daily through various channels, including phone, email and live chat, ensuring a 95% first-call resolution rate.
- Manage simultaneous projects and maintain calendars for management to ensure deadlines are met.
- Collaborate cross-functionally with product and engineering teams to resolve complex technical issues, ensuring smooth communication between departments and timely solutions.
- Conducted follow-up calls to ensure customer satisfaction.
Education
Associate of Arts - Communications
Santa Barbara Community College
06.2015
Skills
- Customer Support
- Technical Troubleshooting
- Microsoft Office Suite
- Google Workspace
- Data Entry
- Gorgias
- Zendesk
- Closed
- ClickUp
- Klaviyo
- Monday
- Remote Work
- Cold Calling
- Project & Task Management
- Ticket Management
- Product Knowledge
- Appointment Scheduling
- Calendar Management
Certification
- Gorgias Agent Power User (BigCommerce)
Timeline
Customer Service Representative
M'Chel HairCare Company
09.2024 - Current
Customer Service Representative
DLWellness
01.2023 - 01.2025
Customer Service Representative
LDR Managment Company
12.2022 - 12.2023
Associate of Arts - Communications
Santa Barbara Community College
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