Margaret J Camarena
San Antonio,TX
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.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Security Service Federal Credit Union
09.2010 - 03.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Customer Service Manager
Wells Fargo, NA
03.1998 - 05.2011
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Education
No Degree - General Studies
Palo Alto College
San Antonio, TXSkills
- Upselling and Cross-Selling
- Call Management
- Product Knowledge
- Information Security
- Complaint Resolution
- Data Collection
Timeline
Customer Service Representative
Security Service Federal Credit Union
09.2010 - 03.2021
Customer Service Manager
Wells Fargo, NA
03.1998 - 05.2011
No Degree - General Studies
Palo Alto College
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