Michelle Manrique Perez
Greeley,CO
Summary
Adept at navigating high-stress customer service scenarios, I consistently exceeded performance metrics at Wells Fargo, showcasing my problem-solving and active listening skills. My experience spans handling escalated calls to improving service processes, underpinned by proficiency in Microsoft Excel and a commendable ability to remain calm under pressure.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Wells Fargo
02.2023 - 11.2024
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Sought ways to improve processes and services provided.
Customer Service Representative
Oxi Fresh Carpet Cleaning
09.2021 - 06.2022
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved customer inquiries and complaints quickly.
- Sought ways to improve processes and services provided.
Packer
Caroba Plastics
01.2020 - 07.2020
- Reduced errors in shipments by carefully inspecting packages for quality and accuracy.
- Sealed containers and packages with glue, tape or other materials.
- Counted items to verify accuracy of orders.
- Enhanced packing efficiency by implementing proper techniques and ensuring correct product placement.
- Demonstrated flexibility in adapting to various packing procedures for different types of products, meeting specific client requirements.
- Inspected items for defects and damage.
- Managed workload effectively under pressure during peak periods while maintaining focus on quality control measures.
- Complied with company policies and industry regulations throughout all packing activities, promoting a safe working environment.
Education
Bachelor of Science - Biology
University of Colorado Denver
Denver, CO08-2022
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Complaint Handling
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Appointment Scheduling
- Proofreading
- Data Entry
- Microsoft Excel
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Attention to Detail
- Excellent Communication
- Calm Under Pressure
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Wells Fargo
02.2023 - 11.2024
Customer Service Representative
Oxi Fresh Carpet Cleaning
09.2021 - 06.2022
Packer
Caroba Plastics
01.2020 - 07.2020
Bachelor of Science - Biology
University of Colorado Denver
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