Mercedes Barrezueta
Fullerton,CA
Summary
Accomplished Customer Service Representative with a proven track record at H&R Block for enhancing customer loyalty through exceptional problem-solving and conflict resolution skills. Excelled in high-stress situations, significantly improving team morale and customer satisfaction rates. Expert in de-escalation techniques and critical thinking, adept at transforming challenges into solutions and fostering positive client relations.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Stanley Convergent Security Solutions Inc
09.2012 - 06.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
H&r Block
01.2012 - 04.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
Skills
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Customer Relations
- Call center experience
- Conflict Resolution
- Complaint Handling
- Payment Processing
- Scheduling
- Appointment Scheduling
- De-Escalation Techniques
Languages
Spanish
Elementary
Timeline
Customer Service Representative
Stanley Convergent Security Solutions Inc
09.2012 - 06.2019
Customer Service Representative
H&r Block
01.2012 - 04.2012