Lenis Castro
Chandler,AZ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Computershare
Customer Service Represenative
10.2019 - Current
- Answer customer telephone calls inbound and outbound regarding mortgage loans
- Team Lead
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Assisted customers in navigating company website
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
24-7 Intouch
Customer Service Represenative
04.2017 - 05.2019
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Collaborated with team members to optimize processes for increased efficiency in handling customer complaints.
- Trained new hires on company policies and best practices, fostering a culture of exceptional service delivery.
- Implemented feedback from quality assurance reviews to continuously refine skills and deliver excellent support.
Qbe
Customer Service Represenative
11.2012 - 03.2016
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Collaborated with underwriters to streamline the policy issuance process for improved efficiency.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
Education
No Degree - Medical Assisting
Pima Medical Institute
Mesa, AZ01.2010
High School Diploma -
Kaizen Education Foundation Dba El Dorado High School
Chandler, AZ05.2008
Skills
- Flexible and Adaptable
- Teamwork and Collaboration
- Complaint Handling
- Highly organized able to multitask and accomplish multiple objects
- Call Center Experience
- Multitasking
- Written and Oral Communication
- Telephone Skills
Languages
Spanish
Native or Bilingual
Timeline
Computershare
Customer Service Represenative
10.2019 - Current
24-7 Intouch
Customer Service Represenative
04.2017 - 05.2019
Qbe
Customer Service Represenative
11.2012 - 03.2016
No Degree - Medical Assisting
Pima Medical Institute
High School Diploma -
Kaizen Education Foundation Dba El Dorado High School
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