Michelle Contreras
Phoenix,AZ
Summary
Dedicated 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, remaining personable, and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
The Home Depot
Tempe, AZ
04.2019 - 08.2022
- Answered an average of 20-30 calls per day, addressing customer inquiries, solving problems and providing product information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Provided information regarding charge accounts and loyalty programs.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Investigated and resolved customer inquiries and complaints quickly.
- Handled over 20-30 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Promoted available products and services to customers during service, account management and order calls.
Claims Representative
State Farm Mutual Automobile Insurance Company
Phoenix, AZ
06.2018 - 08.2018
- Interviewed policyholders to verify information and obtain additional details.
- Examined reports, accounts and evidence to determine accuracy of information.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Checked level and type of coverage and evaluated contracts.
- Processed and recorded new policies and claims.
- Modified, updated and processed existing policies.
- Calculated adjustments, premiums, and refunds.
Paralegal
The Law Office of Curiel and Runion
Phoenix, AZ
10.2017 - 06.2018
- Conducted detailed client intakes and entered information into company database.
- Partnered with clients and other involved parties to gather and track case information.
- Researched state statutes, decisions, legal articles, codes and documents.
- Negotiated the final settlement with third parties in order for clients to receive the best settlement possible.
- Investigated facts and laws to determine causes of action and to prepare cases.
- Conducted daily calls, emails, faxes, and chats with clients and third parties.
Office Assistant/Receptionist
Allied Machine Works
Phoenix, AZ
06.2016 - 01.2017
- Maintained files and records by implementing effective filing systems with efficiency and organization.
- Kept accounts in balance and ran daily reports to verify totals.
- Transcribed phone messages and relayed to appropriate personnel.
- Monitored office supplies by checking inventory and placing orders.
- Prepared weekly employee work schedules for team members.
- Placed inventory orders for new and existing clients
- Processed card payments in person and over the phone.
- Kept track of machine shop inventory and ordered materials when needed.
- Managed employees schedule and payroll.
- Managed employees benefit packages.
Cashier/Customer Service
Ace Hardware
Phoenix, AZ
01.2015 - 06.2016
- Handled daily credit and cash transactions for customers with accuracy and speed.
- Counted money in drawers at beginning and end of each shift.
- Maintained reports of transactions and greeted customers when entering and leaving establishment.
- Processed accurate and efficient sales and return transactions to facilitate customer satisfaction.
- Performed cash, card and check transactions to complete customer purchases.
- Used POS system to enter orders, process payments and issue receipts.
- Maintained current knowledge of store promotions and highlighted sales to customers.
Education
Diploma - General Studies
Cesar Chavez High School
Laveen, AZSkills
- Responding to Difficult Customers
- Customer Retention Strategies
- Upselling Products and Services
- Order and Refund Processing
- Upbeat and Positive Personality
- Customer Account Management
- POS Systems and Ordering Platforms
- Customer Data Confidentiality
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Call Documentation
- Data Entry and Maintenance
- Report Creation
- Cash Register Operations
- Merchandise Arrangements
- Credit Card Payment Processing
- Call Transfers
- Correcting Discrepancies
- Telephone Management
- Inbound and Outbound Calling
- Customer Service and Assistance
- Directing Calls
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
The Home Depot
04.2019 - 08.2022
Claims Representative
State Farm Mutual Automobile Insurance Company
06.2018 - 08.2018
Paralegal
The Law Office of Curiel and Runion
10.2017 - 06.2018
Office Assistant/Receptionist
Allied Machine Works
06.2016 - 01.2017
Cashier/Customer Service
Ace Hardware
01.2015 - 06.2016
Diploma - General Studies
Cesar Chavez High School
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