Naidelyn Cermeno
Odessa,TX
Summary
Dynamic customer service professional with extensive experience at American Momentum Bank, excelling in issue resolution and client satisfaction. Proven ability to manage high call volumes with empathy and professionalism. Skilled in data entry and CRM software, consistently enhancing customer engagement and retention through effective communication and follow-up.
Overview
5
5
years of professional experience
Work History
Customer Care Representative
American Momentum Bank
01.2025 - Current
- Assisted customers with inquiries, providing accurate information regarding banking products and services.
- Resolved customer issues effectively, ensuring high levels of satisfaction and retention.
- Utilized CRM software to track interactions, document resolutions, and maintain customer records.
- Collaborated with team members to streamline processes and improve response times for service requests.
- Educated customers on online banking features, enhancing their digital experience and engagement.
- Managed escalated complaints by coordinating with relevant departments to achieve timely resolutions.
- Conducted follow-up communications to ensure ongoing satisfaction and gather feedback for continuous improvement.
- Participated in training sessions to enhance product knowledge and improve service delivery skills.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
Clerk
ECISD
01.2024 - 01.2025
- Maintained accurate records and documentation for student information systems.
- Processed incoming and outgoing mail efficiently to support administrative operations.
- Assisted in managing inventory of office supplies, ensuring availability for staff needs.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Collaborated with team members to streamline filing systems for improved accessibility.
- Conducted routine quality checks on documentation to uphold compliance standards.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Reduced errors in data entry through rigorous attention to detail and double-checking work.
- Maintained up-to-date employee records to assist in human resources planning.
Waitress
Hooters
02.2021 - 08.2023
- Provided exceptional customer service in high-volume environment, enhancing guest satisfaction.
- Accurately processed orders and managed transactions using point-of-sale systems.
- Collaborated with kitchen staff to ensure timely and accurate order delivery.
- Maintained cleanliness and organization of dining area, adhering to health standards.
- Assisted in training new team members on operational procedures and service techniques.
- Developed menu knowledge to effectively recommend items to guests, boosting sales.
- Handled customer inquiries and resolved issues promptly to maintain positive experience.
- Participated in team meetings to discuss service improvements and operational efficiency.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Used cash registers and credit card machines to cash out customers.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Collaborated with team members to consistently provide efficient service during peak hours.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Managed cash transactions accurately, ensuring proper change was provided to customers as needed.
- Built rapport with regular customers through friendly interactions and attentiveness to their preferences.
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
- Demonstrated adaptability by quickly learning new menu items and incorporating them into knowledgeable recommendations for guests.
- Proved successful working within tight deadlines and a fast-paced environment.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Answered customers' questions, recommended items, and recorded order information.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
Education
Odessa High School
Odessa, TX03.2021
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Empathy and patience
- Verbal and written communication
- Issue follow up
- Punctuality and reliability
- Computer skills
- Calm and professional under pressure
Languages
Spanish
Professional Working
Timeline
Customer Care Representative
American Momentum Bank
01.2025 - Current
Clerk
ECISD
01.2024 - 01.2025
Waitress
Hooters
02.2021 - 08.2023
Odessa High School