Mary Ann Serrano
Miami,FL
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Csr
NCO
Guatemala, Guatemala
03.2007 - 10.2022
- Provided exceptional customer service to ensure customer satisfaction.
- Conducted regular follow-up calls with customers after resolving their issues.
- Resolved customer complaints promptly and efficiently.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered customer inquiries and provided accurate information regarding products and services.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Childcare Provider
Chsi
Homestead, FL
01.2013 - 09.2015
- Attended professional development workshops to stay current on best practices in early childhood education.
- Maintained a clean and organized play area.
- Worked collaboratively with co-workers to ensure safety of all the children in care.
- Assisted in planning nutritious snacks and meals according to dietary guidelines set forth by state regulations.
- Developed positive relationships with families by communicating regularly about their child's development.
- Taught basic skills such as personal hygiene, social manners and appropriate behavior.
- Maintained daily records of activities, behaviors, meals, and naps.
Cashier Team Lead
McDonald's Restaurant
Homestead, FL
02.2010 - 01.2013
- Identified discrepancies between actual sales figures and expected totals.
- Completed paperwork related to personnel actions including hiring, terminations, transfers.
- Trained new cashiers on proper use of registers and store policies.
- Managed scheduling, payroll, and time off requests for team members.
- Maintained accurate records of all transactions, ensuring compliance with company policies and procedures.
- Supported other teams when necessary, such as stocking shelves or bagging groceries.
- Inventoried stock and placed new orders to maintain supplies for expected demand.
- Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.
Education
GED -
Florida Christian Academy
Miami, FL12-2007
Some College (No Degree) -
Florida Technical College
Miami, FLSkills
- Complaint Handling
- CRM Software
- Scheduling
- Consultative Sales
- Report Generation
- Product Knowledge
- Paperwork Processing
- Inbound and Outbound Calling
- Appointment Scheduling
- Problem Resolution
- Dispute Resolution
- Delivery Scheduling
- Documentation
- De-Escalation Techniques
- Report Transcription
- Microsoft Excel
- Receiving support
- Customer consulting
- Call Center Operations
- Customer Service
Languages
Spanish
Native/ Bilingual
Timeline
Childcare Provider
Chsi
01.2013 - 09.2015
Cashier Team Lead
McDonald's Restaurant
02.2010 - 01.2013
Csr
NCO
03.2007 - 10.2022
GED -
Florida Christian Academy
Some College (No Degree) -
Florida Technical College
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