Liliana Palma
San Antonio,TX
Summary
Dynamic Customer Service Representative with a proven track record at Maximus, excelling in conflict resolution and active listening. Recognized for enhancing customer loyalty through empathetic complaint handling and consistently exceeding performance metrics. Proficient in Microsoft Excel, I leverage critical thinking to deliver tailored solutions and foster positive client relationships.
Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment. Brings ability to quickly learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop communication and problem-solving skills in Desired Position role.
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Maximus
San Antonio, TX
06.2023 - 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.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Improved resolution time with effective problem-solving for customer complaints.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
Education
Diploma - High School
Sam Houston High School
Houston, AL05.2005
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Follow-up skills
- Product knowledge
- Paperwork processing
- Team development
- Documentation
- Administrative support
- Microsoft PowerPoint
- Data collection
- Staff training
- Technical support
- Quality control
- Recordkeeping strengths
- Research
- Reading comprehension
- Staff education and training
- Proofreading
- Document control
- Quality assurance controls
Timeline
Customer Service Representative
Maximus
06.2023 - Current
Diploma - High School
Sam Houston High School