Lorena Abreu
Philadelphia,PA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Motivated Customer Service Representative with over 2.7 years of experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets and team goals. Personable and professional communicator with fluency in English. Hardworking Customer Service Representative with 9 months of experience working with citizen bank Customers. Trained in project and time management with extensive knowledge of customer happiness and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Bring extensive high-call volume experience spanning 8 months working with citizen bank consumers. Superior computer skills and telephone etiquette , exceptional customer service skills in all departments , Extensive understanding of mathematics, especially interest & Professional in appearance at all times.
Overview
6
6
years of professional experience
Work History
Call Center Customer Service Representative
Verizon Technical Support
Santo Domingo , Dominican Republic
10.2017 - 08.2019
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Answered customer questions regarding merchandise and pricing.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Determined root causes of issues and solved diverse problems to improve business operations and management.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Maintained user account data by initiating account access and establishing in database.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Handled over 70 calls per shift signing up new customers, retrieving customer information.
- Educated customers about billing, payment processing and support policies and procedures.
- Recorded actions taken, issues resolved and personal information to effectively manage customer accounts.
- Recommended Product or Service to customers, thoroughly explaining details.
- Provided technical support for clients on wide range of Mobile company products.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Assessed caller accounts to determine benefits, identify service needs and resolve issues.
- Assisted 70 customers in average 8 hours by answering questions, responding to inquiries and handling telephone requests.
- Attended training to stay up to date with new products and service offerings.
- Escalated complex matters to management to request information or appropriate action to resolve.
- Leveraged scripts and other resources to answer questions and direct to appropriate , Recognized and documented trends in customer calls to facilitate process improvements.
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
Call Center Customer Service Representative
Citizens Bank
Santo Domingo , Dominican Republic
09.2022 - 05.2023
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Answered inbound phone calls in a fast-paced work environment, providing timely and excellent customer service
- Assist customers with routine account related requests such as: fund transfers, stop payments, and debit card maintenance.
- Assisted customers with suspected fraud and took steps to refund money, freeze accounts, and reissue banking cards related to checking and savings accounts.
- Assist with resetting passwords for online banking.
- Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions
- Carefully handled bank accounts to avoid any loss to the company
- Checked status of bank accounts, explain incurred fees and help customers with any issues pertaining to account.
- Connected callers with appropriate professional, department or business.
- Daily use of Microsoft Office: Word, Excel, PowerPoint, and Outlook
- Described promotional offers and used persuasive sales techniques to upsell services and/or convince clients to apply for additional banking services.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Handle customer accounts and resolve complaints; evaluate customer needs and recommend the most appropriate products and services over the phone
- helping them with specialized needs such as opening new accounts,establishing direct deposit or opening new lines of credit.
- Maintain customers' accounts (including lost/stolen checks, check cards, stop payment etc.)
- Maintained privacy and confidentiality of all sensitive and personally identifying information, as governed by Privacy Act and Freedom of Information Act.
- Responded to customer inquiries, complaints and comments daily and determined corrective action for the high-call volume department.
- Opened/closed accounts including Checking, Savings, Money Market, Certificates of Deposit; ordered bank supplies, ATM/debit cards; processed wire transfers, ACHs, Cashier's Checks, stop payments.
- Supported customers by managing 60 - 85 calls per day efficiently while maintaining professionalism and upbeat tone.
- Processed transactions, including money transfer, deposits and withdrawals and, data entry to update client files.
- Processed customer requests for services, such as additional checks, change of address and reissue of statements.
- Pleasantly greeted customers on phone and asked open-ended questions to determine reason for call.
Education
High School Diploma -
Northeast High School
Philadelphia, PA06.2015
Skills
- Billing Inquiries
- Refunds and exchanges
- Written and verbal communication
- Computer proficiency
- Customer Complaint Resolution
- Payment collection
- Identification Checks
- Time management skills
- Good telephone etiquette
- Call Center Experience
Timeline
Call Center Customer Service Representative
Citizens Bank
09.2022 - 05.2023
Call Center Customer Service Representative
Verizon Technical Support
10.2017 - 08.2019
High School Diploma -
Northeast High School
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