Marie De La Rosa

• Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
• Streamlined communication channels for improved efficiency in handling customer concerns.
• Implemented new strategies to reduce average call handling time while maintaining high-quality service.
• Maintained a positive work environment, fostering team collaboration and continuous improvement.
• Developed comprehensive knowledge of company products and services to provide accurate information to customers.
• Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
• Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
• Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Maintained and managed customer files and databases.
• Educated customers about [Product or Service] options and processed purchases.
• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Served as assistant supervisor/team lead from 2017-2019 in the Kohls Collection
Department. Provided reliable administrative support to the supervisor: served as lead
in supervisor's absence. Maintained a strong work ethic and direction in line with the
vision of the department. Incorporated floor walking to be available to assist other
associates as well as my peers or any supervisors or managers as needed. Conducted
side by side monitors, quality assurance review of calls, handled escalated calls for the
associates from the customers, ran incentives and team huddles and process reports
with the daily statistics to maintain a high energy on the team.

• Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.

Provided excellent customer service in a fast paced arena. During my time at Kohls, I
handled accounts with a delinquency level of thirty days to over two hundred days.
Followed all procedures and rules and regulations that were established by the holding
company. Stayed current on any changing policies and regulations. Easily adaptable
to change, especially working in a call center. Striving to reach the next level of
collections accounts to increase overall knowledge and improve performance.

• Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
• Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
• Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
• Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
• Increased productivity levels through efficient time management and prioritization of daily tasks.
• Reduced delinquency rates by implementing effective skip tracing techniques to locate hard-to-find debtors.
• Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.

Customer Service Representative
Maintain and update records of customers. Process any new orders. Follow up on
existing orders to resolve any customer issues. Summarizing any and all customer
concerns or complaints to the corporate office Responsible for processing and
maintaining the Qcards (the QVC credit card) to include balances, authorized and
unauthorized charges, late fees, etc. Review payment plans of customers both current
and past due to handle appropriate action when necessary.

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Streamlined call center processes for improved efficiency and reduced wait times.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services, and company information.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Processed customer service orders promptly to increase customer satisfaction.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Met customer call guidelines for service levels, handle time and productivity.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Maintained up-to-date knowledge of product and service changes.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded proactively and positively to rapid change.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.