Judith Mentor
Fort Myers
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
Work History
INBOUND CALL SPECIALIST
Paramount Staffing, LLC.
Atlanta, GA
06.2026 - Current
- Managed high-volume inbound calls, resolving customer inquiries efficiently while delivering exceptional service and maintaining professionalism in a fast-paced call center environment.
- Utilized CRM software to document interactions, update client records, and ensure accurate information for seamless follow-up and account management.
- Improved customer satisfaction by resolving issues promptly, providing first-call resolution whenever possible, and maintaining accurate, timely customer documentation.
ASSOCIATE TEAM LEADER / CUSTOMER SERVICE PROFESSIONAL
H&R Block
Miami-Dade County And Broward County, FL
01.2014 - 04.2024
- Collaborated with District General Managers and Team Leaders to drive office growth, ensure compliance, and lead training, coaching, and meetings while reinforcing consistent execution of Standard Operating Procedures across teams.
- Served as primary contact for client escalations, resolving concerns across phone, email, and in-person channels while handling high call volumes, onboarding customers, maintaining product knowledge, and delivering accurate service information.
- Provided leadership and administrative oversight for 20+ employees, scheduling client appointments, managing financial reports and legal responsibilities, and independently documenting transactions while ensuring adherence to company procedures and operational efficiency.
CUSTOMER SERVICE REPRESENTATIVE
Alorica
Remote
05.2020 - 09.2022
- Responded to service inquiries and coordinated resolutions with management, escalating complex issues to supervisors or Tier 2 support when necessary to ensure timely, accurate, and customer-focused problem resolution.
- Operated independently using online systems to document transactions, follow established procedures, and consistently meet company policies, scripts, and call center quality standards within defined handling time expectations.
- Strengthened sales performance and product knowledge through continuous learning, enabling effective customer interactions, improved service delivery, and consistent achievement of individual quotas and organizational performance targets.
Education
High School Diploma - Business Management
North Miami Senior High
08-1989
Skills
- CRM software
- Revenue and cash management
- Administrative Support
- Microsoft Office
- Training and mentoring
- Filing and record-keeping
- Data entry
- Fluent in Haitian Creole (Speak, Read, Write)
Timeline
INBOUND CALL SPECIALIST
Paramount Staffing, LLC.
06.2026 - Current
CUSTOMER SERVICE REPRESENTATIVE
Alorica
05.2020 - 09.2022
ASSOCIATE TEAM LEADER / CUSTOMER SERVICE PROFESSIONAL
H&R Block
01.2014 - 04.2024
High School Diploma - Business Management
North Miami Senior High