Lucia Manzotti
THORNTON,CO
Summary
Dedicated Customer Service Representative with extensive industry experience, recognized for establishing rapport and fostering strong client relationships. Proven ability to enhance customer satisfaction through effective communication and problem-solving skills. Demonstrated enthusiasm for contributing to team success and driving business growth.
Overview
6
6
years of professional experience
Work History
Bilingual Wellness Coordinator
SonderMind
05.2021 - Current
- Successfully addressed customer needs, including billing, insurance, and account questions
- Streamlined the new account creation process to improve efficiency and customer satisfaction
- Managed high volumes of calls and emails in a timely manner, ensuring customers received prompt assistance
- Fostered strong relationships with clients by going above and beyond their expectations
- Maintained accurate records of all interactions in our call center database
- Consistently met quality assurance targets, ensuring top-notch service delivery
Bilingual Digital Interaction Coordinator
SunRun
11.2018 - 05.2021
- Collaborated with leadership to train and support fellow agents, resulting in increased team efficiency
- Efficiently handled high volumes of inbound/outbound calls, and utilized first-call resolution to build strong customer relationships
- Efficiently handled high volumes of emails and chat support
- Coordinated with multiple departments to resolve complex inquiries and provide effective solutions to customers
- Approached all interactions with empathy, providing recommendations and replacements as necessary
- Maintained accurate and detailed records of customer interactions in CRM system
- Successfully managed a large volume of daily support requests by prioritizing workload.
Education
High School -
Manzano High School
Central New MexicoCommunity College -
Central New Mexico Community College
Central New MexicoSkills
- Inter-departmental collaboration
- Data Entry
- Organization and Recordkeeping
- Problem Resolution
- Proficient with Salesforce, Admin, Excel, Avality and Slack,
- Claims Processing
- Policy Analysis
- Bilingual Communication (English-Spanish)
Languages
Spanish
Native language
English
Proficient (C2)
C2
References
- Nery Fuentes
720-642-2078
- Sharelle Valenzula
720-278-9531
Timeline
Bilingual Wellness Coordinator
SonderMind
05.2021 - Current
Bilingual Digital Interaction Coordinator
SunRun
11.2018 - 05.2021
High School -
Manzano High School
Community College -
Central New Mexico Community College
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