Raquel Torres
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
MOHELA
St Louis
01.2023 - Current
- Assisted customers with inquiries about student loan repayment options.
- Processed customer requests using internal software systems efficiently.
- Resolved billing discrepancies through detailed investigation and communication.
Customer service representative
Performantcorp
San Angelo
11.2016 - 01.2023
- Resolved complex issues by coordinating with internal departments and external stakeholders.
- Managed customer interactions via phone, email, and chat platforms effectively.
- Educated borrowers on loan terms, repayment plans, and eligibility requirements clearly.
- Collaborated with team members to improve service delivery and customer satisfaction levels.
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer complaints promptly and efficiently.
Customer Service Representative Team Lead
Sitel
San Angelo
11.2000 - 11.2016
- Led customer service team to resolve inquiries and enhance customer satisfaction.
- Resolved escalated customer complaints in a timely manner.
- Cross-trained staff members, resulting in increase in customer satisfaction ratings.
- Maintained up-to-date knowledge about products and services offered by the company.
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
- Performed quality assurance audits of calls handled by representatives.
- Provided guidance and support to Customer Service Representatives on a daily basis.
- Coordinated closely with other departments to ensure customer inquiries were resolved quickly and efficiently.
- Resolved customer complaints or answered customers' questions.
Education
Lakeview High School
San Angelo, TXSkills
- Customer relationship management
- Complaint resolution
- Detail-oriented documentation
- Process improvement strategies
Languages
Spanish
Elementary
Timeline
Customer Service Representative
MOHELA
01.2023 - Current
Customer service representative
Performantcorp
11.2016 - 01.2023
Customer Service Representative Team Lead
Sitel
11.2000 - 11.2016
Lakeview High School