MADELINE BARENO
Summary
Knowledgeable and dedicated professional with extensive experience in the finance and beauty sales industry. Team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and problem solving.
Overview
10
10
years of professional experience
Work History
Customer Service Team Lead
American Honda Finance
Cypress
07.2023 - Current
- Supports Customer Service Representative with escalated calls
- Uses deescalation and problem solving to respond to escalated customer calls, BBB complaints, Attorney General complaints and written complaints.
- Desk side coaching and advanced training using results based coaching principles.
- Organizes training schedule for new associates and to develop associates.
- Monitors adherence using AWS member management.
- Responsible for tracking team metrics
- Organizes presentations for team huddles to encourage team building and education on new policies and procedures
Sr Customer Service Representative
American Honda Finance
Cypress, CA
12.2017 - 06.2023
- Provides excellent customer service while managing a high call volume
- Assists in training new employees to HFS.
- Represents the Customer Service team while meeting service and call metric goals.
Customer Account Representative
American Honda Finance
Cypress, CA
06.2017 - 12.2017
- Processed customer payments on current and past due accounts within the collections department
- Acted as a team trainer for new representatives
- Monitored compliance adherence and tracked call volume and productivity goals
Beauty Sales Advisor
Boots Beauty USA
Irvine, CA
12.2014 - 06.2017
- Acted as lead communicator between management at multiple retail stores.
- Provided exceptional customer service with product knowledge and industry knowledge
- Set monthly sales goals, prepared sales plans and organized events to market brand within a retail space.
- Utilized data tracking to forecast sales.
Education
Bachelor of Arts - Communications-Film And TV
California State University - Fullerton
Fullerton, CA06.2017
Skills
- Extensive experience in the finance and beauty sales industry
- Establishing rapport with clients
- Customer service
- Problem-solving
- Team building
- Training new employees
- Compliance adherence
- Call volume and productivity tracking
- Lead communicator
- Product knowledge
- Sales goals setting and planning
- Event organization
Timeline
Customer Service Team Lead
American Honda Finance
07.2023 - Current
Sr Customer Service Representative
American Honda Finance
12.2017 - 06.2023
Customer Account Representative
American Honda Finance
06.2017 - 12.2017
Beauty Sales Advisor
Boots Beauty USA
12.2014 - 06.2017
Bachelor of Arts - Communications-Film And TV
California State University - Fullerton