Lisette Nieves
Orange Park,FL
Summary
Results-driven Service Representative with extensive experience in customer relations and a strong ability to manage scheduling, account updates, and calendar coordination. Proven track record in resolving customer inquiries and enhancing retention rates through effective communication and problem-solving skills. Committed to delivering exceptional service while fostering positive client relationships.
Overview
16
16
years of professional experience
Work History
Signature Service Representative
Renewal by Andersen
07.2023 - 12.2024
- Contact homeowners to introduce and explain the processes of the company and the expectations of the project.
- Answer inbound calls, make outbound calls, send emails, and send texts (per homeowner requests) biweekly to follow up, update, and schedule appointments.
- Contact county and city building officials and homeowners to ensure correct permits are submitted and signed, and also set up appointments with the city or county to schedule building inspections.
- Collecting and managing digital filing, including documents and email correspondence.
- Resolved customer complaints promptly and efficiently.
- Managed incoming calls from customers seeking assistance with their orders or other services.
- Worked closely with supervisors to ensure that tasks were completed according to company standards.
- Resolved customer concerns with friendly and knowledgeable service.
Customer Service Specialist
ADT Security Services
Jacksonville, FL
05.2014 - 01.2023
- Detail-oriented, troubleshooting, billing inquiries, alarm handling, and retention.
- Answered multi-line phone systems, inbound and outbound, transferred calls, and determined priority while performing quick and efficient customer service.
- Administration assistance, responsible for setting up interviews, greeting new hires, and assisting in setting up new hire classes.
- Collaborated in the connect/diversity team for two years, setting up employee events and celebrations, and managing hiring events.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Provided technical support for troubleshooting software applications used by customers.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Front Desk Attendant
La Quinta Hotel
03.2013 - 04.2014
- Assisted guests with check-in and check-out procedures, including providing information about rooms, rates, and amenities.
- Greeted guests warmly and made them feel welcome.
- Processed all incoming reservations and cancellations by telephone, in person, and through the reservation system.
- Assisted with laundry and housekeeping duties.
- Verified identification upon check-in to ensure accuracy of reservations in accordance with company policy.
Cashier
The Home Depot
02.2009 - 11.2013
- Cashier front end, gardening, pro sales department, and returns.
- Hosted and taught DIY classes for multiple departments.
- Greeted customers and answered any questions they had about the store's products and services.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
- Answered customer questions and provided store information.
- Worked closely with front-end staff to assist customers.
- Trained new team members in cash register operation, stock procedures, and customer services.
Education
Drafting -
Instituto de Banca y Comercio
Moca, PR01.2004
High School Diploma -
Catalina Morales De Flores
Moca, PR01.2003
Skills
- Customer support
- Remote assistance
- Technical support
- Payment acceptance
- Interpretation support
- Call center operations background
- Multitasking and organization
- Bilingual communication
Awards and acknowledgements
- ADT, Recognized with life saving award, 2018
- The Home Depot, Awarded cashier of the year, 2
- The Home Depot, Awarded cashier of the month, 1
Languages
English
Professional
Spanish
Professional
Affiliations
- Hiking
- Painting and Art Crafts
- Foodie
- Photography
- Animal Lover
- Sightseeing
- Spending time with family and friends
References
References available upon request.
Timeline
Signature Service Representative
Renewal by Andersen
07.2023 - 12.2024
Customer Service Specialist
ADT Security Services
05.2014 - 01.2023
Front Desk Attendant
La Quinta Hotel
03.2013 - 04.2014
Cashier
The Home Depot
02.2009 - 11.2013
Drafting -
Instituto de Banca y Comercio
High School Diploma -
Catalina Morales De Flores