Marthita Feliciano

City Of Vineland

12.2009 - Current

Assisted in billing and computing charges
Entrusted with handling sensitive information and personal documents
Reviewed deeds, tax liens, wills, leases and mortgage documents
Assisted customers with Spanish-language inquiries in a timely and professional manner.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
Provided language translation services for customer service inquiries.
Communicated with management when customer issues escalated and worked to find resolutions.
Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
Identified and responded to customer requests and concerns through email, and phone.

Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences.
Educated customers about billing, payment processing and support policies and procedures.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Summary