Melanie Perez
Customer Service
Crystal Lake,IL
Summary
Friendly call center representative with 2 years of dedicated customer service experience. Dedicated to exceeding service goals through effective communication skills and abilities. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Call Center Representative
Customer Care Global
Hoffman Estates, IL, IL
11.2020 - 06.2022
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Resolved concerns with products or services to help with retention and drive sales.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Communicated professionally with colleagues, freelancers and clients.
- Recorded actions taken, issues resolved and documented information to effectively manage customer accounts.
CNA
Private Employment
Northlake, IL
02.2019 - 09.2019
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Obtained client medical history, medication information, symptoms and allergies.
- Transported patients between rooms and appointments or testing locations.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
Education
No Degree - Social Psychology
Elgin Community College
Elgin, ILGeneral Studies
South Elgin High School
South Elgin, IL05.2013
Skills
- De-escalation Techniques
- Building Customer Trust and Loyalty
- Customer Retention Strategies
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Verbal and Written Communication
- Customer Data Confidentiality
- Creative Problem Solving
- Efficient and Detail-Oriented
- Patient and Empathetic
- Inbound and Outbound Calling
Certification
- Certified CNA, private employment
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Call Center Representative
Customer Care Global
11.2020 - 06.2022
CNA
Private Employment
02.2019 - 09.2019
No Degree - Social Psychology
Elgin Community College
General Studies
South Elgin High School
Similar Profiles
Michał WoźniakMichał Woźniak
Customer Specialists at Global Customer Care Services (associated with TCL Electronics)Customer Specialists at Global Customer Care Services (associated with TCL Electronics)
Sapana ParabSapana Parab
Associate Manager Security at ATOS Global IT PVT (Philips Customer)Associate Manager Security at ATOS Global IT PVT (Philips Customer)
Ronald FeimsterRonald Feimster
Sales Representative at Global Customer SolutionsSales Representative at Global Customer Solutions
Shon RossShon Ross
Founder/Owner/Operator at Stellar School Of Performing ArtsFounder/Owner/Operator at Stellar School Of Performing Arts
Isabelle GregoryIsabelle Gregory
Babysitter at Local ResidentsBabysitter at Local Residents