Laura Belmonte
North Richland Hills,TX
Summary
Dynamic Customer Service Representative with extensive experience at Santander Consumer USA, adept at conflict resolution and enhancing customer loyalty. Proven track record of maintaining over 90% call quality while effectively managing high-stress situations. Skilled in active listening and problem resolution, ensuring customer satisfaction and fostering positive relationships.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Santander Consumer USA
07.2008 - 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and troubleshooting technical issues.
- Responded to customer requests for products, services, and company information.
- Able to adapt to different work environments such as in-office and work from home.
- Successfully and independently navigated between software programs and upgrades with ease.
Customer Service Representative/Collections Agent
AmeriCredit
01.2008 - 06.2008
- Serviced inbound/outbound calls to process payments and negotiate arrangements due to advanced stages of delinquency for car loans.
- Updated account maintenance and customer profiles.
- Met customer call guidelines for service levels, handle time and productivity; Consistently rated over 90% in call quality.
- Actively listened to customers to better understand their financial situations.
Customer Service Representative
El Paso Electric Company
01.2006 - 12.2007
- Serviced in-bound calls to process orders for residential and business accounts.
- Administered company policies and procedures as they related to the department.
- Coordinated activities with other departments
- Assisted in new services, disconnects and transfers.
- Ability to establish, maintain and promote helpful, courteous and professional working relationships with fellow employees, customers, supervisor/managers, and officers.
- Working knowledge of customer information systems, cashiering practices and procedures, and billing system.
Education
High School Diploma -
Hanks High School
El Paso, TXNo Degree - General Studies
El Paso Community College
El Paso, TXSkills
- Call center experience
- Conflict resolution
- Complaint handling
- Problem resolution
- Customer relations
- Active listening
Accomplishments & Awards
- Given the " 2021 Summit Award" for Employee of the Year
- Given the Success Award for the year 2022 - 2023
- Trailblazer award for Employee of the month given for March and November of 2022
Timeline
Customer Service Representative
Santander Consumer USA
07.2008 - Current
Customer Service Representative/Collections Agent
AmeriCredit
01.2008 - 06.2008
Customer Service Representative
El Paso Electric Company
01.2006 - 12.2007
High School Diploma -
Hanks High School
No Degree - General Studies
El Paso Community College
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