Luz Maria Herrera
Queen Creek,AZ
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Also a Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues.
Overview
20
20
years of professional experience
Work History
Owner
Desert View Landscaping Of AZ LLC
04.2022 - Current
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
Escalations Specialist, Compliance
Bank Of America
03.2007 - 04.2012
- Resolved complex customer complaints by thoroughly investigating issues and implementing effective solutions.
- Maintained compliance with company policies and regulatory requirements through careful monitoring of escalations processes.
- Improved customer satisfaction by providing timely, empathetic responses to escalated inquiries.
- Collaborated with cross-functional teams to address systemic issues and develop process improvements for escalation management.
- Provided coaching and guidance to team members on handling difficult customer situations, leading to increased resolution rates.
- Managed high-priority escalations effectively, resulting in reduced time-to-resolution and improved customer experience.
Customer Service Representative
Equity One
01.2006 - 02.2007
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Assistant Leasing Manager
Stratus Real Estate
05.2004 - 01.2006
- Increased tenant satisfaction by addressing concerns promptly and efficiently.
- Assisted in the leasing process for successful occupancy rates and revenue growth.
- Conducted market research to remain competitive with local rental rates and amenities.
- Developed marketing strategies to attract new tenants and maintain existing ones, enhancing community engagement.
- Managed property showings to prospective tenants, resulting in increased lease signings.
Education
Certificate of Hours - Cosmetology
EVIT
Mesa, AZ08.2004
High School Diploma -
Mesa High School
Mesa, AZ05.2004
Skills
- Administrative Oversight
- Fraud Detection Techniques
- Data Analysis
- Human Resources
- Regulatory Compliance
- Labor Relations
- Relationship Building
- Client Service
- Business Development
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Languages
Spanish
Native or Bilingual
Timeline
Owner
Desert View Landscaping Of AZ LLC
04.2022 - Current
Escalations Specialist, Compliance
Bank Of America
03.2007 - 04.2012
Customer Service Representative
Equity One
01.2006 - 02.2007
Assistant Leasing Manager
Stratus Real Estate
05.2004 - 01.2006
Certificate of Hours - Cosmetology
EVIT
High School Diploma -
Mesa High School
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