Lucelenia Suarez
Rochester,NY
Summary
A people-oriented and dependable professional with over 25 years of customer service experience. Skilled at building meaningful relationships with consumers over the phone. Seeking a virtual customer service representative role to leverage my diverse customer service knowledge and strong interpersonal communication skills.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Julian's Dry Cleaners
09.2013 - 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Tele-Prospecting Representative
Concentrix
04.2012 - 03.2013
- Warm and cold calling business to business
- Identify prospect needs and present appropriate solutions
- Qualify leads using pre-defined BANT criteria.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
Marketing Specialist
Direct 2 Market Sales Solution
09.2010 - 04.2012
- Manage Inbound/Outbound calls
- Handle customer service issues
- Measure customer satisfaction.
- Increased brand awareness by developing and implementing targeted marketing campaigns.
- Streamlined communication processes, leading to improved collaboration between departments.
Clerk/Cashier
Julian’s Dry Cleaners
07.2002 - 09.2010
- Assist with accounting and preparing daily summary
- Acts as receptionist for customers, vendors and staff
- Sort, count and prepare daily inventory.
Customer Service Representative
Charter One Bank
07.2000 - 07.2002
- Provided direction to the customers and staff
- Maintained customer service log
- Managed daily cash drawer
- Prepared daily financial statement.
Clerk/Cashier
Julian’s Dry Cleaners
05.1999 - 04.2000
- Provided strong customer service skills
- Counted daily cash drawer
- Supported and assisted staff.
Education
GED -
EOC
Rochester, NY1998
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
Timeline
Customer Service Representative
Julian's Dry Cleaners
09.2013 - Current
Tele-Prospecting Representative
Concentrix
04.2012 - 03.2013
Marketing Specialist
Direct 2 Market Sales Solution
09.2010 - 04.2012
Clerk/Cashier
Julian’s Dry Cleaners
07.2002 - 09.2010
Customer Service Representative
Charter One Bank
07.2000 - 07.2002
Clerk/Cashier
Julian’s Dry Cleaners
05.1999 - 04.2000
GED -
EOC
Similar Profiles
Kimberly McAllisterKimberly McAllister
Office Worker at Model Cleaners Dry CleanersOffice Worker at Model Cleaners Dry Cleaners
Alison WidmarAlison Widmar
Sales Associate at Verlare Dry CleanersSales Associate at Verlare Dry Cleaners
Oksana HetmanOksana Hetman
Customer Service Manager at Family Dry CleanersCustomer Service Manager at Family Dry Cleaners
Alexander MossAlexander Moss
Community Habilitation Worker at Empowering Peoples Independence (EPI)Community Habilitation Worker at Empowering Peoples Independence (EPI)
Kamaria EllisKamaria Ellis
PCA at Always Compassionate HealthcarePCA at Always Compassionate Healthcare