Pilar Brewster
Baltimore,MD
Summary
Dedicated customer service representative focused on maximizing satisfaction and retention through proactive attention to individual customer needs. Proven ability to address inquiries and resolve concerns effectively, leveraging exceptional problem-solving skills and meticulous attention to detail. Demonstrates adept multitasking and time management capabilities, consistently achieving performance targets while maintaining high service standards. Committed to fostering positive customer experiences that drive loyalty and long-term relationships.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Prometric, LLC
04.2025 - Current
- Streamlined appointment scheduling processes to enhance operational efficiency.
- Trained new team members on customer service protocols and best practices.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
Customer Service Representative
Maryland EZ Pass
08.2024 - 12.2024
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.
- Resolved customer inquiries, complaints, and issues providing insightful solutions.
- Answered inbound calls to greet and assist customers with various needs and questions.
- Returned customer calls and responded to inquiries and complaints.
- Managed high volume of inbound and outbound calls with emphasis on customer satisfaction.
- Managed time by prioritizing workload and juggling multiple tasks simultaneously.
Hospital Hostess
Medstar Hospital at Franklin Square
09.2023 - 12.2023
- Answered phone calls to take reservations and address guest questions and concerns.
- Greeted customers and provided them with menus.
- Presented positive first impression of establishment's high standards by delivering exceptional service.
- Utilized problem-solving skills to handle any issues that arose during shifts.
Customer Service Representative
LendingPoint
12.2021 - 04.2022
- Maintained a high level of professionalism when dealing with difficult customers.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Provided exceptional customer service to ensure customer satisfaction.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
Debt Collector
Law Office of Bret Borland
05.2021 - 12.2021
- Utilized problem solving and critical thinking abilities to assess individual debtor situations and determine best course of action.
- Ensured compliance with applicable laws, such as the Fair Debt Collection Practices Act.
- Monitored accounts to ensure accuracy of payment information.
- Developed strategies to collect on past-due accounts while maintaining customer relationships.
Production Worker
Angelica, Linens
10.2019 - 12.2020
- Maintained a clean and safe work environment, adhering to safety protocols.
- Followed detailed instructions from supervisors for daily tasks.
- Prepared products for packaging on multiple assembly lines.
- Packaged products according to customer requirements using appropriate materials.
- Operated machines safely by following OSHA standards.
Driver, Warehouse Orders
CNC Logistics Amazon
12.2018 - 01.2019
- Utilized computer software programs to manage inventory levels and process orders accurately.
- Performed daily vehicle inspections to ensure safe operation of truck before departing on route.
- Communicated regularly with colleagues regarding changes in schedules or routes due to traffic conditions or weather events.
- Safely drove long distances to deliver goods and materials.
Education
High School Diploma -
Boys & Girls HS
Brooklyn06-1988
Skills
- Guest Inquiries
- Safe Food Handling
- Microsoft Word
- Multi-Line Telephone Operation
- Product Organization
- Problem-Solving Ability
- Customer Service
- CRM Software
- Service Prioritization
- Customer Relations
- Microsoft Excel
- Managing Multiple Tasks
- Document Control
- Typing Proficiency
- Administrative Support
- Call Center Operations
- Money Handling Abilities
- Critical thinking
- Data entry
- Appointment scheduling
- Training development aptitude
Timeline
Customer Service Representative
Prometric, LLC
04.2025 - Current
Customer Service Representative
Maryland EZ Pass
08.2024 - 12.2024
Hospital Hostess
Medstar Hospital at Franklin Square
09.2023 - 12.2023
Customer Service Representative
LendingPoint
12.2021 - 04.2022
Debt Collector
Law Office of Bret Borland
05.2021 - 12.2021
Production Worker
Angelica, Linens
10.2019 - 12.2020
Driver, Warehouse Orders
CNC Logistics Amazon
12.2018 - 01.2019
High School Diploma -
Boys & Girls HS