Michelle Perez
Jamaica,NY
Summary
Motivated Customer Service Representative of 15 years which thrives in fast-paced environments. Works independently, with minimal supervision, and pitch in to complete tasks. Demonstrated consistently strong work ethic and adherence to company policy and procedures.
Overview
12
12
years of professional experience
Work History
Contact Center Representative III
TD Bank
Mt.Laurel, NJ
01.2021 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Teller II
TD Bank
Richmond Hill, NY
03.2020 - 12.2021
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Educated customers on use of banking website and mobile apps.
- Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Established rapport with new clients to increase satisfaction and loyalty.
Teller I
TD Bank
Scarsdale, NY
08.2019 - 03.2020
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Educated customers on use of banking website and mobile apps.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
Podiatrist Assistant
Valentine Family Footcare
Yonkers, NY
12.2017 - 07.2019
- Collected and documented patient medical information such as blood pressure and weight.
- Taught patients about medications, procedures and care plan instructions.
- Prepared patients for X-rays, electrocardiograms, suture removal and dressing changes.
- Implemented care and efficiency improvements to support and enhance office operations.
- Maintained detailed records of test results by entering data and patient information into computer.
Key Holder
Lane Bryant
Bronx, NY
06.2017 - 07.2019
- Oversaw store operations by counting cash drawers, reviewing equipment management and supervising staff.
- Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
- Developed, implemented and enhanced employee targets and operational policies to promote productivity and strengthen team performance.
- Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
Sales Associate
Lane Bryant
Bronx, NY
09.2012 - 07.2017
- Engaged with customers to effectively build rapport and lasting relationships.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Achieved perfect attendance and on-time record.
- Trained and developed new sales team associates in products, selling techniques and company procedures.
- Solved customer challenges by offering relevant products and services.
Education
Bachelor of Arts - Sociology
Lehman College of The City University of New York
The Bronx, NY07.2017
Associate of Arts - Human Services
Bronx Community College of The City University of New York
The Bronx, NY09.2015
High School Diploma -
Bronx Theatre High School
Bronx, NY09.2011
Skills
Problem Solving
Communication
Leadership
Adaptability
Languages
Spanish
Native or Bilingual
Timeline
Contact Center Representative III
TD Bank
01.2021 - Current
Teller II
TD Bank
03.2020 - 12.2021
Teller I
TD Bank
08.2019 - 03.2020
Podiatrist Assistant
Valentine Family Footcare
12.2017 - 07.2019
Key Holder
Lane Bryant
06.2017 - 07.2019
Sales Associate
Lane Bryant
09.2012 - 07.2017
Bachelor of Arts - Sociology
Lehman College of The City University of New York
Associate of Arts - Human Services
Bronx Community College of The City University of New York
High School Diploma -
Bronx Theatre High School