LILIANA DASILVA
Kennesaw,GA
Summary
Proven track record of building strong customer relationships with a consistent ability to create a positive rapport that fosters trust and loyalty. Demonstrated effective collaboration as a team player in various departments, contributing to overall organizational success. Unwavering dedication to achieving company goals has been a driving force behind accomplishments.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Woodstock Furniture Outlet
04.2016 - Current
- Organized and managed dispatch of technicians for home service requests.
- Scheduled and finalized delivery appointments with customers.
- Obtained required materials from vendors.
- Directed incoming calls to appropriate departments promptly.
- Handled submission and resolution of warranty claims.
Customer Service Representative/ Sales
Complete Cash
03.2015 - 03.2016
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Sales Manager
Rent a center
04.2011 - 03.2014
- Collections; selling program; data entry; daily reports; filing; telemarketing; solving issues
- Accomplishments: Keeping to company standard
- Skills Used: Multitasking; solving customer issues in a timely manner; working with host store with sales
Education
High school or equivalent -
Peekskill High School
Peekskill, NY06.2003
Skills
- Customer Care
- Call Center
- Customer Focus & Orientation - Proficient
Personal Information
Work Permit: Authorized to work in the US for any employer
Assessments
- Customer Focus & Orientation, 04/01/19, Measures a candidate's ability to respond to customer situations with sensitivity., https://share.indeedassessments.com/share_assignment/kjpiayiqxw5icu5
- Call Center Customer Service, 04/01/19, Measures a candidate's ability to demonstrate customer service skills in a call center setting., https://share.indeedassessments.com/share_assignment/fiu2ojyqb4vuntx
Timeline
Customer Service Representative
Woodstock Furniture Outlet
04.2016 - Current
Customer Service Representative/ Sales
Complete Cash
03.2015 - 03.2016
Sales Manager
Rent a center
04.2011 - 03.2014
High school or equivalent -
Peekskill High School
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