Lilia Betancourt
El Paso,TX
Summary
Dynamic professional with a proven track record at South Shore Furniture, specializing in customer relationship management and multi-tasking. Enhanced customer satisfaction by leveraging exceptional verbal communication skills and effectively resolving complaints. Achievements include significant improvements in service processes that drove customer retention through effective problem-solving and rapport-building. Career goals focus on continued excellence in customer service and operational efficiency.
Overview
31
31
years of professional experience
Work History
Customer Service Representative
South Shore Furniture
El Paso, TX
12.2013 - 02.2025
- Answered inbound calls, chats and emails to facilitate customer service, sometimes at the same time.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Resolved customer complaints promptly and efficiently, as well as following up with customers
- Provided excellent customer service to resolve customer complaints in a timely manner. Using multi-tasking abilities
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Bilingual Customer Service Representative
Southwestern Bell
El Paso , TX
12.2000 - 12.2012
- Promoted available products and services to customers during service, account management and order calls.
- Provided feedback to management regarding potential areas of improvement within the department or organization as a whole.
- Handled translation calls with open and clear communication skills to quickly get to root of each issue.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained an up-to-date knowledge of company's products and services to ensure accuracy when responding to customer inquiries.
- Ensured compliance with applicable laws and regulations related to customer service duties.
- Identified and analyzed multilingual customer needs to drive high satisfaction, growth and retention of business.
- Resolved customer complaints and issues promptly and professionally.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Marketing Representative
West Telemarketing
El Paso, TX
06.1994 - 12.2000
- Provided excellent service and attention to customers through phone conversations.
- Worked with cross-functional teams to achieve goals and was involved in different projects
- Attended meetings and studied material to remain current on promotion techniques and service benefits.
- Developed customer satisfaction surveys to gather feedback and inform product development and marketing strategies.
Education
High School Diploma -
El Paso Community College
El Paso, TXSkills
- Scheduling
- Account updating
- Complaint resolution
- Customer relationship management (CRM)
- Verbal and written communication
- Support case resolution
- Multi-task management
- Follow-up skills
- Product and service solutions
- Building rapport
Languages
English
Professional
Spanish
Professional
Affiliations
- participated in multiple groups for team building
- motivator and good commination skils
Timeline
Customer Service Representative
South Shore Furniture
12.2013 - 02.2025
Bilingual Customer Service Representative
Southwestern Bell
12.2000 - 12.2012
Marketing Representative
West Telemarketing
06.1994 - 12.2000
High School Diploma -
El Paso Community College
Similar Profiles
Joshua AllenJoshua Allen
Material Handler at South Shore Furniture (Laid Off)Material Handler at South Shore Furniture (Laid Off)
Joseph BalboniJoseph Balboni
Community Connector at South Shore Support Services, MomentumCommunity Connector at South Shore Support Services, Momentum
Alison DexterAlison Dexter
Registered Nurse, Medical-Surgical Unit at South Shore Health SystemRegistered Nurse, Medical-Surgical Unit at South Shore Health System