Michelle Serrano
Glendale,AZ
Summary
Proven Customer Service Specialist, adept in problem-solving and critical thinking, excelled at GSRX by enhancing customer loyalty and exceeding performance metrics. Mastered data entry and call management, achieving top performer status. Skilled in active listening and complaint resolution, significantly improved user experience and operational efficiency.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
GSRX
06.2021 - 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained up-to-date knowledge of product and service changes.
Call Center Representitive
The Core Institute
09.2020 - 06.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Front Desk Receptionist
Embrace Orthodontics
11.2015 - 08.2020
- Scheduled, coordinated and confirmed appointments and meetings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Trained new team members on company procedures, customer service and issue resolution.
Education
High School Diploma -
Los Angeles High School Of The Arts
Los Angeles, CA06.2009
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Computer Proficiency
- Complaint Handling
- Complaint resolution
- Call Management
Timeline
Customer Service Representative
GSRX
06.2021 - Current
Call Center Representitive
The Core Institute
09.2020 - 06.2021
Front Desk Receptionist
Embrace Orthodontics
11.2015 - 08.2020
High School Diploma -
Los Angeles High School Of The Arts