Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Maricela Real

North Chicago,IL

Summary

Dedicated senior professional with several years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service.

Overview

12
12
years of professional experience

Work History

Senior Customer Service Representative

HD Supply
Waukegan, IL
01.2015 - Current
  • Resolved escalated customer complaints in a timely manner.
  • Responded promptly to inquiries from customers about products or services.
  • Handled difficult situations with tact, diplomacy, and professionalism.
  • Collaborated with other departments such as Sales, Marketing, and Technical Support.
  • Managed incoming calls from customers while providing exceptional service.
  • Tracked orders through shipping companies' websites until they reached their destination.
  • Assisted customers by answering questions, addressing concerns and providing current account information.
  • Met and exceeded performance goals to support long-term company growth and market dominance.

Customer Service Manager

First Midwest Bank
Waukegan, IL
09.2012 - 02.2014
  • Provided exceptional customer service to ensure customer satisfaction.
  • Monitored staff performance to ensure adherence to customer service standards.
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Recruited and trained new employees to meet job requirements.
  • Interviewed prospective employees and provided input to HR on hiring decisions.

Education

High School Diploma -

Kelvyb Park
Chicago, IL
06-1996

Skills

  • Complaint resolution
  • Active listening
  • Reliability and punctuality
  • Teamwork and collaboration
  • Attention to detail

Languages

Spanish
Professional

References

References available upon request.

Timeline

Senior Customer Service Representative

HD Supply
01.2015 - Current

Customer Service Manager

First Midwest Bank
09.2012 - 02.2014

High School Diploma -

Kelvyb Park

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Maricela Real