Mairene Madrid
Bloomfield,New Jersey
Summary
Accomplished Customer Service Executive with a proven track record at Allstate Insurance, enhancing customer satisfaction and retention through expert complaint handling and team collaboration. Skilled in customer relationship management and adept at driving results through active engagement and innovative problem-solving. Increased overall performance by fostering professional relationships and implementing strategic service improvements.
Overview
5
5
years of professional experience
Work History
Customer Service Executive
Allstate Insurance
District Of Columbia
10.2019 - 05.2024
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Waitress Trainer
Nautilious Diner
Crofton, MD
02.2022 - 03.2023
- Developed strong communication skills by effectively conveying information between kitchen staff, management, and waitstaff.
- Improved customer satisfaction by providing exceptional service and addressing guest concerns promptly.
- Maintained consistent customer satisfaction rates through attentive listening skills and prompt issue resolution when necessary.
- Provided support during high volume periods by efficiently managing multiple tables simultaneously without compromising service quality.
- Increased overall restaurant performance through comprehensive staff training on menu items, upselling techniques, and company policies.
- Built and maintained professional relationships with vendors and suppliers.
Restaurant Server
Menomale
District Of Columbia
01.2021 - 02.2022
- Cultivated warm relationships with regular customers.
- Maintained a clean and welcoming dining environment for guest comfort and enjoyment.
- Contributed to team success by assisting fellow servers during peak hours, ensuring smooth operations.
- Greeted new customers, discussed specials, and took drink orders.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Handled customer complaints professionally, resolving issues promptly to maintain positive relationships.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Enhanced customer satisfaction by providing attentive and personalized service during busy shifts.
- Managed cash transactions accurately with attention to detail, minimizing discrepancies in daily reports.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
Education
High School Diploma -
John Adams High School
Ozone Park, NYSkills
- Team Collaboration
- Customer Engagement
- Customer Relationship Management
- Complaint Handling
Timeline
Waitress Trainer
Nautilious Diner
02.2022 - 03.2023
Restaurant Server
Menomale
01.2021 - 02.2022
Customer Service Executive
Allstate Insurance
10.2019 - 05.2024
High School Diploma -
John Adams High School