Manuel Erenas
Los Angeles,CA
Summary
Dynamic customer service professional with a proven track record at Credence Law Group, excelling in problem resolution and relationship building. Skilled in utilizing CRM software to enhance client interactions, I effectively managed high-stress situations, resulting in increased customer loyalty and satisfaction. Committed to delivering exceptional service through active listening and critical thinking.
Overview
27
27
years of professional experience
Work History
Customer Service Representative
Credence Law Group
02.2000 - 06.2025
- Assisted customers with inquiries and resolved issues efficiently.
- Learned and utilized customer service software to track interactions.
- Provided product information to enhance customer understanding and satisfaction.
- Collaborated with team members to ensure timely responses to customer needs.
- Documented customer interactions for future reference and quality assurance.
- Adapted quickly to new processes and technology in a dynamic environment.
- Maintained a positive attitude while managing high call volumes from customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Agent Services Representative
SYSCO Food Services
02.1998 - 2000
- Streamlined communication between agents and suppliers to enhance service delivery.
- Resolved agent inquiries promptly, improving customer satisfaction ratings.
- Managed agent onboarding processes to ensure adherence to compliance standards.
- Developed training materials for new representatives, fostering team knowledge and efficiency.
- Monitored performance metrics to identify areas for improvement in service offerings.
- Facilitated regular meetings with agents to discuss policy updates and best practices.
- Implemented system upgrades that improved data accuracy and reporting capabilities.
- Led initiatives to optimize workflow processes, reducing response time for agent requests.
- Delivered exceptional customer service through active listening and problem-solving techniques.
Education
High School Diploma - General Studies
07.1997
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Client relations
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Follow-up skills
- Call management
- Order processing
- Team development
- Multi-line phone talent
- CRM software
Timeline
Customer Service Representative - Credence Law Group
02.2000 - 06.2025
Agent Services Representative - SYSCO Food Services
02.1998 - 2000
Jordan High School - High School Diploma, General Studies