Sr. Customer Service Representative
Wells Fargo
03.2023 - Current
Lisette Murray
San Antonio,TX
Timeline
Customer Service Representative
JPMorgan Chase
11.2021 - 03.2023
Director of Sales
MCR Hotels
04.2018 - 04.2019
Sales Manager
TPG Hotels & Resorts
02.2014 - 12.2016
Bachelor - Business
The University of Texas At San Antonio
Work History
Sr. Customer Service Representative
Wells Fargo
03.2023 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Engaged clients in person and over phone to answer questions and address complaints.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Escalated issues to proper supervisors when standard processes were not effective.
- Reduced call wait times by implementing effective time management techniques within the team.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
JPMorgan Chase
11.2021 - 03.2023
- 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.
Director of Sales
MCR Hotels
04.2018 - 04.2019
- Increased sales revenue by developing and implementing strategic plans and setting performance goals for the sales team.
- Launched new products successfully into the market, coordinating marketing initiatives and comprehensive sales campaigns.
- Achieved regional sales targets through effective territory management and relationship building with key clients.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Organized promotional events and interacted with community to increase sales volume.
- Managed accounts to retain existing relationships and grow share of business.
- Built relationships with customers and community to establish long-term business growth.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Delivered accurate sales forecasts based on thorough analysis of historical data and current trends in order to facilitate informed decision-making at the executive level.
- Established pricing strategies to maintain competitive pricing and maximize profits.
- Managed complex negotiations with key accounts resulting in long-term contracts that bolstered annual revenue figures significantly.
Sales Manager
TPG Hotels & Resorts
02.2014 - 12.2016
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
Overview
11
11
years of professional experience
Education
Bachelor - Business
The University of Texas At San Antonio
San Antonio, TXSkills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
Summary
Possessing excellent communication skills and positive attitude, always ready to assist customers with their needs. Knowledge of conflict resolution and proficiency in handling customer inquiries and complaints. Capable of building strong customer relationships and ensuring high levels of satisfaction. Experienced with managing high-volume customer interactions and resolving complex issues. Utilizes strong understanding of customer service principles to ensure satisfaction and loyalty. Track record of effective communication and team collaboration, leading to successful outcomes. Customer service professional with strong background in managing customer interactions and resolving issues promptly. Committed to enhancing team collaboration and achieving consistent results. Recognized for adaptability in dynamic environments and proficiency in handling customer concerns and inquiries.
Work Preference
Work Type
Full TimeWork Location
On-SiteImportant To Me
Career advancementFlexible work hoursHealthcare benefitsPaid time offPaid sick leave401k matchSimilar Profiles
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