Keila Casillas

• Resolved customer inquiries via phone, ensuring accurate and timely information delivery.
• Assisted in troubleshooting technical issues, enhancing customer satisfaction and retention.
• Documented service interactions in CRM system to maintain accurate customer records.
• Collaborated with team members to streamline processes, improving operational efficiency.
• Managed difficult customer conversations with empathy, fostering positive relationships and trust.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Responded to customer requests for products, services, and company information.

Exceeded performance metrics consistently, earning recognition as a top performer within the team.

• Processed authorization requests efficiently, ensuring compliance with company guidelines.
• Processed credit card payments along with ACH transactions.
• Applied payments to accounts
• Balanced batch reports and prepared checks to go out to the bank.

• Resolved customer inquiries efficiently through phone and chat support
• Assisted customers with account management and billing issues
• Processed service requests and escalated complex issues to appropriate departments
• Provided training and guidance to new team members on company policies
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.