Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Nancy Lara Gonzalez

Littlerock,California

Summary

Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Talented Lead Customer Service Representative polished in balancing customer needs and company demands. Committed to building loyalty and long-term relationships with customers and achieving individual sales goals. Expertly coordinates customer service teams and coordinates programs to enhance productivity.

Overview

3
3
years of professional experience

Work History

Customer Service Associate

Life Alert
Encino, CA
07.2022 - 12.2023
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Performed needs analysis and presented options based on findings to help customers make decisions.
  • Promoted available products and services to customers during service, account management and order calls.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Reviewed account and service histories to identify trends and resolve issues.

Customer Service Associate

Bath and Body Works
Woodland Hills, CA
06.2021 - 11.2022
  • Followed up with customers to support satisfaction and resolve any issues
  • Resolved product or service problems by clarifying customer's complaints and determining cause of problem
  • Assisted customers with product selection, order entry, and payment processing
  • Described and explained merchandise and operation of merchandise to customers
  • Built sustainable customer relationships of trust through open and interactive communication
  • Obtained and evaluated relevant information to handle product and service inquiries
  • Demonstrated strong communication skills while interacting with customers over the phone, via email, or in person
  • Provided excellent customer service in a fast-paced call center environment, responding to inquiries and resolving customer issues quickly and efficiently
  • Handled escalated calls professionally while providing a positive resolution for the caller
  • Employed active listening techniques to understand customers' needs and provide appropriate solutions
  • Utilized problem-solving techniques to troubleshoot customer problems and address their concerns in a timely manner.

Education

HIGH SCHOOL DIPLOMA -

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Skills

  • Correcting Discrepancies
  • MS Office Proficiency
  • Customer Service
  • Customer Service and Assistance
  • Quality Assurance
  • Inbound and Outbound Calling
  • Guest Services
  • Customer Complaint Resolution
  • Merchandise Upselling
  • Stock Replenishment
  • Verbal Communication
  • cpt code knowledge
  • Product Knowledge
  • Multi-Line Phone Systems
  • Refunds and Exchanges
  • Problem Resolution
  • Selling Skills
  • Spanish Speaking
  • Invoice Preparation and Processing
  • Call Transfers
  • Billing Adjustments and Refunds
  • Spanish Proficient (C2)
  • Appointment Scheduling
  • Customer Support
  • Clerical Support
  • Team Collaboration
  • Software Troubleshooting
  • Claims Investigation
  • Flexible Schedule
  • Policy Understanding
  • Documentation Research
  • Decision-Making
  • Insurance Claims Review
  • Documentation Review
  • Allocating Claims
  • HIPPA compliance skills

Languages

Spanish

Timeline

Customer Service Associate

Life Alert
07.2022 - 12.2023

Customer Service Associate

Bath and Body Works
06.2021 - 11.2022

HIGH SCHOOL DIPLOMA -

Learn 4 Life

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Nancy Lara Gonzalez