Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Laura Quaresma

Jersey City,NJ

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Outstanding active listening and multitasking abilities.

Overview

5
5
years of professional experience

Work History

Administrative Assistant

Rise Up Beauty
New York, NY
05.2024 - 04.2025
  • Managed incoming calls while providing information or transferring callers to appropriate personnel.
  • Responded to customer issues to provide immediate resolution and improve retention.
  • Provided administrative support to the executive team, including scheduling meetings and managing calendars.
  • Directed customer inquiries to appropriate department personnel.
  • Entered data into spreadsheets using Microsoft Excel or other similar programs.
  • Answered questions from customers regarding products and services offered by the company.
  • Created travel arrangements and distributed travel details to appropriate personnel.
  • Scheduled appointments between clients and customers and internal staff members.
  • Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.

Customer Service Representative

State Farm Insurance Inc
Kearny, NJ
07.2022 - 03.2024
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Educated customers on special pricing opportunities and company offerings.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Made outbound calls to obtain account information.
  • Improved customer service wait times to mitigate complaints.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Monitored staff performance and addressed issues.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Exercised good judgment and decision-making in escalating concerns and resolving issues.

Receptionist

D'Linhares Hair Brazil
Kearny , NJ
07.2020 - 06.2022
  • Scheduled and confirmed appointments.
  • Answered and directed incoming calls using multi-line telephone system.
  • Served visitors by greeting, welcoming and directing to appropriate personnel.
  • Updated and recorded customer or client information to maintain accounts.
  • Processed payments and updated accounts to reflect balance changes.
  • Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
  • Sorted incoming mail and directed to correct personnel each day.
  • Maintained daily calendars, set appointments with clients and planned daily office events.
  • Scheduled and confirmed appointments and meetings for management team.
  • Oversaw office inventory by restocking supplies and submitting purchase orders.
  • Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
  • Greeted customers, answered general questions and directed to appropriate locations.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Greeted visitors entering establishment to determine nature and purpose of visit.
  • Scheduled appointments and maintained and updated appointment calendars.

Education

High School Diploma -

East Side High School
Newark, NJ
04.2022

Some College (No Degree) -

Rutgers, The State University of New Jersey
Newark, NJ

Skills

  • Report Generation
  • Report Creation
  • Credit Card Payment Processing
  • Data Entry
  • Customer Service
  • Needs Assessment
  • Customer Account Management
  • Calm and Professional Under Pressure
  • Customer Retention Strategies
  • Understanding Customer Needs
  • Transaction Processing
  • Data Entry and Maintenance
  • Upselling Products and Services
  • Upbeat and Positive Personality
  • Efficient and Detail-Oriented
  • Creative Problem Solving
  • Verbal and Written Communication
  • Building Customer Trust and Loyalty
  • Responding to Difficult Customers
  • Issue and Complaint Resolution
  • Courteous with Strong Service Mindset
  • Call Documentation
  • Multitasking and Prioritization
  • Retail Sales Customer Service
  • In-Store Support
  • Microsoft Office Expertise
  • Meticulous and Organized
  • Organization and Efficiency
  • Multi-Line Telephone Skills
  • Documentation and Reporting
  • Prioritization and Time Management
  • Attention to Detail
  • Courteous and Professional
  • Administrative Support
  • Customer Complaint Resolution
  • Visitor and Customer Relations
  • Computer Proficiency
  • Positive Attitude and Energetic
  • Appointment Scheduling
  • Microsoft Office

Languages

English
Native/ Bilingual
Portuguese
Native/ Bilingual
Spanish
Professional

Timeline

Administrative Assistant

Rise Up Beauty
05.2024 - 04.2025

Customer Service Representative

State Farm Insurance Inc
07.2022 - 03.2024

Receptionist

D'Linhares Hair Brazil
07.2020 - 06.2022

High School Diploma -

East Side High School

Some College (No Degree) -

Rutgers, The State University of New Jersey

Similar Profiles

CREATE PROFILE
Laura Quaresma