Luis Fermin
New York,NY
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
2
2
years of professional experience
Work History
Customer Service Manager
McDonald's
New York, NY
04.2023 - Current
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- We handle roughly 1,000-1,500 people a day, it may change depending on the day, busy day we can get up to 2,000 people throughout the day, with 3 employees on the floor and 2 managers
Sales Associate
Metro By T-Mobile
New York, NY
08.2022 - 04.2023
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Education
Colegio Instituto Olimpo
Santo Domingo 08.2021
Skills
- Customer Service
- Problem-Solving
- Customer-focused
- Customer Relations
- Cash Handling
- Complaint resolution
- Team Building and Leadership
- Conflict resolution techniques
- Relationship Building
- Issue Resolution
- Decent computing skills, the basics
I’m also certified by the city to handle food, I have the Food Safety ID
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Manager
McDonald's
04.2023 - Current
Sales Associate
Metro By T-Mobile
08.2022 - 04.2023
Colegio Instituto Olimpo