Raquelle Torres
Kingwood,TX
Summary
Experienced Customer Service Representative with a strong focus on effective communication, both written and verbal. Skilled in active listening and adept at analyzing problems to provide efficient solutions. Committed to enhancing customer experiences through service-oriented behaviors, understanding their desires, and delivering tailored solutions that foster loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Representative Lead
FMA Alliance Ltd
01.2022 - Current
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Coached employees through day-to-day work and complex problems.
- Assisted with preparing information required for quotes and addressed potential service concerns.
- Resolved account issues to build rapport and relationships with clients.
Customer Service Representative
FMA Alliance Ltd.
07.2020 - 01.2022
- Collect and schedule payments from customers.
- Educated customers how to use company systems, complete forms and obtain desired services.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Education
High School Diploma -
Macarthur High School
Houston, TX07.2016
Skills
- Complaint resolution
- Collection management
- Amazing phone etiquette
- Call center experience
- Payment processing
- Data entry
- Account management
- Microsoft Outlook, Word and Excel
- Customer Service and Assistance
- Escalation management
Timeline
Customer Service Representative Lead
FMA Alliance Ltd
01.2022 - Current
Customer Service Representative
FMA Alliance Ltd.
07.2020 - 01.2022
High School Diploma -
Macarthur High School
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