Nelmaris Laureano
Merchantville
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills.
Overview
7
7
years of professional experience
Work History
Customer Care Executive
Amazon
09.2023 - Current
- Took ownership of customers issues to follow problems through to resolution.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Assigned and designated job territories to customer care staff according to performance and history.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
Customer Service Representative
Verizon
06.2021 - 08.2023
- Responded to customer requests for products, services, and company information.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Cross-trained and provided backup support for organizational leadership.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Front Desk Receptionist
Courtyard by Marriott
01.2018 - 04.2021
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
Education
Bachelor of Science - Criminal Justice
Rowan University
Glassboro, NJ05-2023
Associate of Science - Psychology
Rowan College At Gloucester County
Sewell, NJ05-2019
Skills
- Complaint handling
- Procedure optimization
- Excellent problem-solving skills
- Payment processing
- Persuasive attitude
- Data entry
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Customer Care Executive
Amazon
09.2023 - Current
Customer Service Representative
Verizon
06.2021 - 08.2023
Front Desk Receptionist
Courtyard by Marriott
01.2018 - 04.2021
Bachelor of Science - Criminal Justice
Rowan University
Associate of Science - Psychology
Rowan College At Gloucester County
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