Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
Generic

MARIA FERNANDA PEREZ

PIEDMONT,SC

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Motivational leader and organizational problem-solver. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

6
6
years of professional experience

Work History

Customer Care Manager

World Finance
Greenville, South Carolina
04.2024 - Current
  • Conducted regular performance reviews of customer service representatives.
  • Monitored call volumes and adjusted staffing levels accordingly.
  • Evaluated existing processes and procedures for efficiency improvements.
  • Ensured compliance with applicable laws related to consumer protection.
  • Documented all interactions between customers and personnel in order to track progress.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Delegated work to staff, setting priorities and goals.

Senior Customer Care Associate

World Finance
Greenville, South Carolina
03.2023 - 04.2024
  • Collaborate with management team to implement new work procedures or policies.
  • Fostered positive employee relationships through communication, training and development coaching.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Utilized recognition and reward tools frequently to recognize achievements.
  • Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.

Customer Service Representative

World Finance
Greenville, SC
04.2022 - 03.2023
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Answered inbound calls, and emails to facilitate customer service.

Customer Service Representative

Benefits In A Card
Greenville, SC
08.2020 - 03.2022
  • Provided customers with information regarding plan features, pricing, and availability.
  • Developed and implemented comprehensive insurance plans for clients according to their individual needs.
  • Conducted research to identify competitive rates and benefits offered by other providers.
  • Maintained accurate records of all insurance transactions using computer software systems.

Client Service Representative

Consolidated Credit Counseling Services Inc.
Plantation, FL
06.2019 - 07.2020
  • Developed individualized action plans for each client, outlining specific steps to help them reduce debt and improve their credit score.
  • Assisted clients in developing strategies for dealing with creditors, such as negotiating lower interest rates or consolidating accounts.
  • Explained the advantages and disadvantages of different debt relief options including bankruptcy, consolidation loans, and debt settlement programs.
  • Collaborated with external partners such as banks, collection agencies, and legal professionals when necessary.

Cashier

New York and Company
Pembroke Pines, FL
02.2019 - 06.2019
  • Trained new team members in cash register operation, stock procedures and customer services.
  • Helped with purchases and signed customers up for rewards program.
  • Used suggestive selling techniques to promote add-on sales.

Ross Less Retail Associate- Cashier

Ross Dress for Less
Fort Lauderdale, FL
12.2018 - 02.2019
  • Operated cash register or POS system to receive payment by cash, check and credit card.
  • Preserved appearance of store by arranging and replenishing displays and merchandise racks.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.

Store Sales Associate

Florida swap shop
Sunrise, FL
08.2018 - 11.2018
  • Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
  • Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
  • Maintained records related to sales for store management.

Education

Medical Billing and Coding Diploma -

Florida Technical College
Miramar, FL
12.2020

High School Diploma -

ASA Charter High School
Sunrise, FL
06.2017

Skills

  • Time management
  • Responsible
  • Quick Learner
  • Efficient
  • Upbeat and Positive Personality
  • Customer Data Confidentiality
  • Creative Problem Solving
  • Calm and Professional Under Pressure
  • Customer Service
  • Data Entry
  • Inbound and Outbound Calling
  • Adaptive Team Player

Languages

English
Spanish

Accomplishments

Benefits in a card

  • Employee of the month March 2022

World Finance Customer Care Department (Top performer)

  • September 2022
  • October 2022
  • November 2022
  • December 2022
  • January 2023
  • February 2023

Timeline

Customer Care Manager

World Finance
04.2024 - Current

Senior Customer Care Associate

World Finance
03.2023 - 04.2024

Customer Service Representative

World Finance
04.2022 - 03.2023

Customer Service Representative

Benefits In A Card
08.2020 - 03.2022

Client Service Representative

Consolidated Credit Counseling Services Inc.
06.2019 - 07.2020

Cashier

New York and Company
02.2019 - 06.2019

Ross Less Retail Associate- Cashier

Ross Dress for Less
12.2018 - 02.2019

Store Sales Associate

Florida swap shop
08.2018 - 11.2018

Medical Billing and Coding Diploma -

Florida Technical College

High School Diploma -

ASA Charter High School

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MARIA FERNANDA PEREZ