MICHELLE DUENEZ
Lake Elsinore,CA
Summary
Enthusiastic and dedicated customer service representative with a solid 17-year background in fast-paced, customer-oriented environments. Demonstrated ability to consistently deliver exceptional service, resolve inquiries, and foster positive relationships with customers. Skilled in effective communication, problem-solving, and adaptability. Proficient in utilizing various customer service software and CRM systems. Known for strong attention to detail and ability to thrive under pressure. Takes great pride in receiving praise from previous supervisors for outstanding performance, flexibility, and consistent achievement of targets. Successfully led the development of a highly successful customer loyalty program. Thrilled at the opportunity to contribute skills and expertise to a growing company that shares values and goals.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Que Media
10.2021 - Current
- 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 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Order Entry Specialist
Ontellus
10.2019 - 04.2021
- Data entry
- Processing clients orders in the company's operating system
- Researching, verifying, updating data into the system to ensure accuracy and confidentiality of the information recorded
- Supported sales team by promptly addressing inquiries and resolving issues related to orders.
- Handled complex or problematic orders with care, working closely with other departments to find satisfactory resolutions that met both company interests and client needs simultaneously.
- Conducted regular audits of completed orders to identify any inaccuracies or inconsistencies before sending them forward in the fulfillment process.
- Played a key role in achieving departmental goals by consistently meeting individual performance metrics, contributing to overall success in delivering exceptional customer service.
- Managed high-volume workloads while maintaining exceptional attention to detail in a fast-paced environment, ensuring minimal errors in entered data.
Customer Service Representative
MK Battery
11.2009 - 10.2019
- Answer Phones, data entry and order entry
- Update account information
- Coordinate with 20 + warehouses on route delivery and shipping product in a timely manner
- Outbound call to different customer's, order entry for regular route delivery
- Assisting accounting department with billing and crediting accounts as needed
- Assisting different departments on projects, letter sending, calling inactive accounts, calling potential new accounts
- Update new customer information and also setting up new leads for sales representatives
Customer Service Representative
Assurant Specialty Properties
10.2005 - 05.2008
- Answer Phones
- Update account information and insurance information
- Update insurance information for different banks
- Fax mortgage address and homeowner policy when needed
- Assist different departments with work flow
Education
High school diploma -
Huntington Beach, CASkills
- CRM Dynamics
- Great Plains Dynamic
- VDT
- PAYCOM
- Microsoft Outlook
- Microsoft Word
- Microsoft Excel
- Customer service
- Problem resolution
- Call center experience
- Professional telephone demeanor
- Follow-up skills
- Order processing
- Documentation
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Que Media
10.2021 - Current
Order Entry Specialist
Ontellus
10.2019 - 04.2021
Customer Service Representative
MK Battery
11.2009 - 10.2019
Customer Service Representative
Assurant Specialty Properties
10.2005 - 05.2008
High school diploma -
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