MARISSA LERMA
Laredo
Summary
Dedicated customer service professional with over two decades of experience delivering exceptional service and building strong client relationships. Proven track record in resolving inquiries and issues, adept at handling high-pressure situations with ease and professionalism. Skilled in identifying customer needs and providing tailored solutions for satisfaction and loyalty. Seeking full-time position to leverage extensive background for dynamic organization success.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Ryder-Miami, FL
01.2022 - 09.2024
- Customer Service and assisting and scheduling units to go into preventative maintenance.
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Refer unresolved customer grievances to designated departments for further investigation.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
BDBC MGR.
SAMES AUTOMOTIVE INC-Laredo, TX
10.2014 - 01.2020
- Identify, develop, or evaluate marketing strategy, based on knowledge of establishment objectives, market characteristics, and cost and markup factors.
- Formulate, direct, or coordinate marketing activities or policies to promote products or services, working with advertising or promotion managers.
- Evaluate the financial aspects of product development, such as budgets, expenditures, research and development appropriations, or return-on- investment and profit-loss projections.
- Develop pricing strategies, balancing firm objectives and customer satisfaction.
- Compile lists describing product or service offerings.
- Direct the hiring, training, or performance evaluations of marketing or sales staff and oversee their daily activities.
- Consult with product development personnel on product specifications, such as design, color, or packaging.
- Use sales forecasting or strategic planning to ensure the sale and profitability of products, lines, or services, analyzing business developments and monitoring market trends.
Education
High School Diploma -
Richard King High School
Corpus Christi, TXundefined
Kaplan College
Skills
- Computers Skills
- Phone skills
- Microsoft Skills
- Exceptional Customer service
- Bilingual
- Data entry
- Microsoft Excel
- Computer proficiency
- Payment processing
- Call center operations
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Appointment scheduling
- Team development
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- POS systems expert
- CRM software
- CRM software proficiency
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Ryder-Miami, FL
01.2022 - 09.2024
BDBC MGR.
SAMES AUTOMOTIVE INC-Laredo, TX
10.2014 - 01.2020
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Kaplan College
High School Diploma -
Richard King High School
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