Mariella Duque
Newark,NJ
Summary
Reliable candidate ready to take on challenges in a position using organization, task prioritization skills, and effective problem solving skills. With more experience in Customer service utilizing patience, communication skills and ability to develop relations and trust with customers.
Overview
3
3
years of professional experience
Work History
Revenue Collections Customer Service Rep
City of Newark
01.2023 - Current
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor even during high-stress situations.
- Maintained high volume of calls and met demands of busy and productive group, even while short-staffed.
- Researched customer accounts, established any issues and made the proper adjustments to resolve collection problems and disputes.
- Developed strong knowledge of the system to provide informed assistance based on individual customer needs.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and a swift follow-up.
- Provided coaching and training to new hires, contributing to their successful integration into the team.
- Resolved customer complaints with empathy and professionalism, resulting in increased loyalty and repeat business.
- Processed Property Tax Search requests and did a full rundown on assessment and water on a number of properties.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from customers.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information from a strong understanding of the system.
Personal Shopper
Shoprite of Belleville
01.2022 - 12.2022
- Consistently met deadlines for accuracy and timeliness by completing orders quickly using my knowledge of the store's available products to make good selections for customers.
- Reviewed customer orders closely to locate desired items and checked app regularly to identify changes. Tracked substitutions and informed customers of changes.
- Memorized store layouts and new promotional areas to fulfill orders using shortest, most efficient route.
- When the orders were overwhelming, I was in charge of placing completed orders in labeled, temperature-appropriate storage pending customer pick up. I gathered pickup orders, processed them through the register when customer arrives, and unloaded them into the customers car.
- Greeted customers and offered assistance with selecting merchandise, and finding items throughout the store to provide welcoming environment and friendly customer service.
- As a closer, assigned team members positions and maintained high productivity. Spoke to customers and assisted them with any problems or concerns they may have with their order. Prepared orders for morning shift manager, closed up registers and the department for the night.
- Trained new employees on customer service, layout of the store, and organizing strategies for accuracy and effectiveness.
Stock Associate
UGG Outlet
10.2021 - 12.2021
- Stocked merchandise, clearly labeling items, and arranging according to size or color before the store opened during early morning shifts.
- Readied items for sales floor stocking by fixing tags and preparing shelf labels. Performed light housekeeping and cleaning by discarding trash and cardboard while also sweeping and mopping floors during overnight shifts.
- Rotated stock correctly to prevent out-of-date products and removed aging items from main shelving to build special promotional displays during overnight shifts.
- Monitored inventory levels in stockrooms and alerted management to any discrepancies.
- In the stock room I unboxed and unloaded any new shipments and managed inventory storage in a clean and organized fashion.
- When going to the storage unit site using dollies to unload, unpack and organize shipments into storage units from delivery trucks. Making sure to be organized and leave room for the next shipment.
- When understaffed I was placed on the sales floor to provide customers with help for any questions they have on the product. Assisted customers by finding items quickly to boost store satisfaction rates.
Education
High School Diploma -
Science Park High School
Newark, NJundefined
Montclair State University
Montclair, NJSkills
- Customer Advising and Referral
- Customer Service
- Organizational Skills
- New Hire Training
- Correspondence Sorting and Filing
- Problem-solving abilities
- Active Listening
- Call Management
- Product Knowledge
- Complaint resolution
Timeline
Revenue Collections Customer Service Rep
City of Newark
01.2023 - Current
Personal Shopper
Shoprite of Belleville
01.2022 - 12.2022
Stock Associate
UGG Outlet
10.2021 - 12.2021
undefined
Montclair State University
High School Diploma -
Science Park High School
Similar Profiles
Qadriyyah DanielsQadriyyah Daniels
Program Manager at City Of NewarkProgram Manager at City Of Newark
Katelyn Perez FelicianoKatelyn Perez Feliciano
Police Officer at City of NewarkPolice Officer at City of Newark
Pamela McNeillPamela McNeill
Project Manager, Capital Housing Development at City of NewarkProject Manager, Capital Housing Development at City of Newark