Maricella Romero
Plantation
Summary
Focused customer service representative committed to delivering consistent, high-quality work on every assignment. Brings over 15 years of experience in customer service, more than 5 years of experience as a Team Leader, and 2 years of utility industry experience. Knowledgeable in meter operations, meter data entry, and analytics, and proficient with Beacon systems. A dedicated professional with proven strengths in service excellence, time management, data entry and analysis, and developing effective solutions. Exceptional verbal and written communicator with a solid track record of building positive relationships and exceeding performance goals.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
City Of Plantation
10.2023 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed service requests using city-specific software, ensuring accurate tracking and resolution.
- Trained new staff on customer service protocols and city policies to enhance team performance.
- Collaborated with departments to improve service delivery processes and address community concerns.
- Data entry and analytics for meters.
- Review and process open and closed account applications, applications for new meters, and hydrant meters.
- Review and process payments for capacities, backflows, and industrial discharges.
Customer Service Team Leader
Publix
04.2018 - 10.2023
- Led customer service initiatives to enhance team performance and satisfaction.
- Trained and mentored staff, fostering a collaborative work environment.
- Resolved complex customer inquiries, ensuring high-quality support.
- Hired all new associates, handled all administrative paperwork, and processed.
- Responsible for all associate administrative issues.
- Improved team results by coaching underperforming team members.
Customer Service Office Staff Member
Publix
01.2014 - 04.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responsible for tendering money orders, Western Union transactions, and selling other money service products.
- Making cash deposits, receiving money from the bank, and balancing the cash office in the morning and at night.
- Familiar with money service laws and regulations.
- Responsible for taking inbound calls.
- Recorded daily transactions in the system using correct procedures, and focusing on accuracy.
Cashier
Publix
12.2007 - 01.2014
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Maintained cleanliness and organization of checkout areas to enhance shopping experience.
- Assisted in training new cashiers on company policies and procedures for optimal performance.
- Monitored inventory levels at checkout counters, reporting discrepancies to management as needed.
- Implemented upselling techniques that increased sales of promotional items during transactions.
- Contributed to a positive store atmosphere by maintaining a friendly and approachable demeanor with customers.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Trained new retail team members in customer service and company policies.
Education
No Degree - Baking And Pastry
The Art Institutes
Fort Lauderdale, FLHigh School Diploma -
Stranahan High School
Fort Lauderdale, FL06-2009
Skills
- Customer service
- Administrative paperwork/ emails
- leadership
- Data entry
- Customer relations
- Problem resolution
- Microsoft Excel
- Payment processing
- Customer satisfaction measurement
- Research and analyze data
- Follow-up skills
- Paperwork processing
Timeline
Customer Service Representative
City Of Plantation
10.2023 - Current
Customer Service Team Leader
Publix
04.2018 - 10.2023
Customer Service Office Staff Member
Publix
01.2014 - 04.2018
Cashier
Publix
12.2007 - 01.2014
No Degree - Baking And Pastry
The Art Institutes
High School Diploma -
Stranahan High School