Matilde Carlos
Glendale,AZ
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
8
8
years of professional experience
Work History
Customer Care Representative
Titan Solar Power
08.2022 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Managed high call volume with exceptional professionalism and efficiency.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
Receptionist/Legal Assistant
Americas Legal Group LLC
03.2020 - 08.2022
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Increased customer retention rates through exceptional communication skills and problem-solving abilities.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Reduced incoming call response time by implementing an effective call routing system.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
Property Manager
AMM Rentals LLC
04.2016 - 03.2020
- Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Increased property occupancy rates by effectively marketing available units and conducting thorough tenant screenings.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Streamlined rent collection processes, reducing late payments and improving overall revenue generation.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
Education
High School Diploma -
Copper Canyon High School
Glendale, AZ05.2008
Skills
- Payment Processing
- Custom order management
- First Call resolution
- Billing coordination
- Customer Service
- Customer Relations
- Order Processing
- Call center experience
- Customer Relationship Management
- Problem Resolution
Languages
Spanish
English
Timeline
Customer Care Representative
Titan Solar Power
08.2022 - Current
Receptionist/Legal Assistant
Americas Legal Group LLC
03.2020 - 08.2022
Property Manager
AMM Rentals LLC
04.2016 - 03.2020
High School Diploma -
Copper Canyon High School