Maria Montero
Lawrence,MA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Greater Lawrence Family Health Center
08.2023 - 03.2024
- Assisted patients with navigating online portals for scheduling appointments or submitting payments securely.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
School Age Director
The Ymca
06.2019 - 12.2023
- Facilitated smooth transitions for new students by implementing comprehensive orientation programs and establishing connections with their families early on.
- Evaluated student performance regularly through assessments, providing constructive feedback to encourage growth and improvement.
- Led the school''s emergency response team, ensuring all safety protocols were followed during drills or actual events, prioritizing student and staff wellbeing.
- Organized successful fundraising events, securing necessary funds for purchasing essential materials and equipment needed for various school projects.
Education
High School Diploma -
Lawrence High School
Lawrence06-2019
Skills
- Customer service
- Conflict resolution
- Online support
- Communication skills
- Team collaboration
- Scheduling
- Microsoft Outlook, Word, and Excel
- Call center Customer service
- Paperwork processing
- Appointment scheduling
- Data entry
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.
Certification
Estrella Program Award 2018
CPR and Frist Aid Trained
Perfect Attendance Award 2018
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Greater Lawrence Family Health Center
08.2023 - 03.2024
School Age Director
The Ymca
06.2019 - 12.2023
High School Diploma -
Lawrence High School
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