Maribel Fernandez
Los Banos,California
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Multilingual customer service professional with advanced English and Spanish abilities. Demonstrated success in making callers feel comfortable and resolving diverse issues. Excellent communication and multitasking abilities.
Overview
3
3
years of professional experience
Work History
Bilingual Customer Service Lead
Start New Financial
Grand Rapids, MI
08.2021 - 01.2024
- Direct Report to 8-10 Customer Service Representatives.
- Consistently exceeded company call metric performance levels.
- Translated customer and internal documents to facilitate actions and resolutions.
- Established effective communication channels between departments to ensure seamless handoffs.
- Ensured all customers received timely responses to inquiries or complaints via telephone, email or SMS.
- Maintained and tracked accurate data using CRM and various computer systems.
- Consulted with customers regarding needs and addressed concerns.
- Developed strategies to improve customer service processes and increase efficiency.
- Resolved customer complaints and escalated calls.
- Trained, mentored and coached new customer service reps on company policies, procedures and best practices.
- Managed team schedule for proper coverage during peak hours of operation.
- Resolved escalated customer issues by providing solutions in a professional manner.
- Coached, developed and motivated team to achieve revenue goals.
- Conducted monthly one-on-one meetings with direct reports to review goals and objectives.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Worked with cross-functional teams to achieve goals.
Customer Service Representative
Start New Financial
Grand Rapids, MI
11.2020 - 08.2021
- Answering phones in both English and Spanish
- Directing the calls to the appropriate department or responding directly to the caller inquiry
- Greeting customers either external or internal in a friendly, welcoming manner as a Department Representative for company and have the ability to answer general questions regarding services
- Effectively dealt with irate customers and problem solved satisfactorily.
- Assisted customers in a courteous and responsive manner.
- Provided excellent customer service, support and follow-through to ensure customers satisfaction.
- Used the highest level of confidential standards to handle all client files and records.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assessed customer account information to determine current issues and potential solutions.
- Made outbound calls to obtain account information.
- Answer inbound calls and directed to individuals or departments.
- Answered customer questions and addressed concerns
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained strong call control and quickly worked through scripts to address problems.
- Strengthened team performance and productivity by taking the lead in the chat after hours these past few months
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Updated databases with new and modified customer data.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered chats and emails to facilitate customer service.
Education
High School Diploma -
James Lick High School
San Jose, CASkills
- Progressive Discipline
- Customer Support
- Debt Settlement
- Quality Control
- Customer Satisfaction
- Problem Solving
- Web Chat
- Customer Contact
- Computer Literacy
- Time Management
- Chat
- Escalation
- Phone Etiquette
- Customer Experience
- Customer Service
- Management
- Contact Centers
- Caller Assistance
- Call Management
- Issue Research
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Additional Information
- Authorized to work in the US for any employer
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Bilingual Customer Service Lead
Start New Financial
08.2021 - 01.2024
Customer Service Representative
Start New Financial
11.2020 - 08.2021
High School Diploma -
James Lick High School