Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Millene Castro

West Palm Beach,FL

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the CSR industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience

Work History

Partner Experience Advocate

Telarus
07.2020 - Current
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Responded proactively and positively to rapid change.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Investigated and resolved accounting, service and delivery concerns.

PIP Processor

Pearl Holding Group
04.2018 - 07.2020
  • Received and reviewed incoming documents and materials.
  • Entered data into computer tracking system and filed paperwork according to procedures.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Updated account information to maintain customer records.
  • 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.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve service complaints.
  • Tracked customer service cases and updated service software with customer information.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Portuguese.
  • Provided language translation services for customer service inquiries.
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Portuguese-speaking customers.
  • Translated documents, forms and other materials from English to Portuguese.

Office Administrative Assistant

LMV Auto Tag
09.2016 - 04.2018
  • Responded to inquiries from callers seeking information.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Provided clerical support to the boss by copying, faxing, and filing documents.
  • Maintained office supplies inventory by checking stock and ordering new supplies.
  • Created and updated records and files to maintain document compliance.
  • Delivered top-notch administrative support to the boss, promoting excellence in office operations.
  • Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Sorted, opened, and routed mail and deliveries to meet business requirements.
  • Offered technical support and troubleshot issues to enhance office productivity.
  • Managed accounts payable and receivable to gain better sense of overall financial stability and liquidity.
  • Authored business documents to organize and emphasize information quickly and effectively.
  • Scheduled office meetings and client appointments for the owner of the company.
  • Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Portuguese-speaking customers.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Proofread and edited documents for accuracy and grammar.
  • Worked both independently and collaboratively in fast-paced office environment.

Education

High School Diploma -

Coconut Creek High School
Coconut Creek, FL
06.2016

Skills

  • Customer Inquiries
  • Billing Inquiries
  • Service Promotions
  • Customer Experience
  • Information Updates
  • Manual Interpretation
  • Document and Records Management
  • Trained in Salesforce
  • Customer Interaction
  • Calm and Professional Under Pressure
  • Microsoft Office
  • Investigate Claims
  • Customer Account Management
  • Understanding Customer Needs

Languages

Portuguese
Native or Bilingual

Timeline

Partner Experience Advocate

Telarus
07.2020 - Current

PIP Processor

Pearl Holding Group
04.2018 - 07.2020

Office Administrative Assistant

LMV Auto Tag
09.2016 - 04.2018

High School Diploma -

Coconut Creek High School

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Millene Castro