Summary
Overview
Work History
Education
Skills
Timeline
Generic

Palmira Brito

Fall River,MA

Summary

Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.

Overview

18
18
years of professional experience

Work History

Manager of Customer Service & Quality

Vantage Deluxe World Travel
09.2021 - 07.2023
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Kept accurate records to document customer service actions and discussions.

Accounts Receivable Specialist

Vantage Deluxe World Travel
06.2018 - 09.2021
  • Prepared and mailed invoices to customers, processed payments, and documented account updates.
  • Followed up overdue payments and payment plans from clients to establish good cash flow.
  • Utilized Microsoft Excel, QuickBooks and AS400 software to manage invoices and payments.
  • Generated invoices upon receipt of billing information and tracked collection progress.
  • Entered figures using 10-key calculator to compute data quickly.
  • Submitted cash and check deposits and generated cash receipts to record money received.
  • Developed and maintained positive relationships with clients to maximize collections.

Inbound Sales Representative

Vantage Deluxe World Travel
04.2015 - 06.2018
  • Developed and maintained working knowledge of products and services to deliver timely, accurate information.
  • Documented details of calls and customer interactions.
  • Memorized scripts to achieve easy conversational flow in interactions with potential customers.
  • Performed work in compliance with established regulations, policies and standard operating procedures.
  • Worked with multiple means of communication within fast-paced environment.
  • Cross-trained and provided backup support for organizational leadership.
  • Met customer call guidelines for service levels, handle time and productivity.

Inbound Customer Service Representative

Vantage Deluxe World Travel
07.2011 - 04.2015
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Answered over 80 calls per shift to meet fast-paced call center demands.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Maintained and managed customer files and databases.

Banker and Teller Associate Support

Bank Of America, Customer Service Contact Centers
09.2005 - 06.2011
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Maintained accurate records of customer transactions in line with bank procedures.
  • Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
  • Educated customers on use of banking website and mobile apps.

Education

High School Diploma -

New Bedford High School
New Bedford, MA
06.2005

Skills

  • Employee Scheduling
  • Increasing Savings
  • Vendor Contracts
  • Policy Enforcement
  • Cash Handling
  • Exceptional Telephone Etiquette
  • Time Management

Timeline

Manager of Customer Service & Quality

Vantage Deluxe World Travel
09.2021 - 07.2023

Accounts Receivable Specialist

Vantage Deluxe World Travel
06.2018 - 09.2021

Inbound Sales Representative

Vantage Deluxe World Travel
04.2015 - 06.2018

Inbound Customer Service Representative

Vantage Deluxe World Travel
07.2011 - 04.2015

Banker and Teller Associate Support

Bank Of America, Customer Service Contact Centers
09.2005 - 06.2011

High School Diploma -

New Bedford High School

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Palmira Brito