Rose Cuesta-Zenter
Reseda,CA
Summary
Seasoned customer service, credit and collections representative with over 25 years of experience. Dedicated to high levels of customer satisfaction. Core competencies include problem solving, organizational and strong computer skills, as well as excellent communication and time management skills. Handles task with accuracy and efficiency.
Overview
34
34
years of professional experience
Work History
Customer Service Representative
Fitzsimmons Hospital Services
07.2017 - 05.2024
- Ensure timely processing of orders and customer service inquiries,
- Provide timely and accurate product information to customers.
- Oversee and assist in the identification and resolution of customer issues and concerns.
- Maintain communication with customers and employees in all departments and locations.
- Generate and process customer reports.
- Assist in other areas of the operations as necessary including processing of returned rental equipment when needed.
- Demonstrate courtesy and promote excellent customer service skills for customers and vendors.
State Farm Agent Team Member
John Baker - State Farm Office
07.2016 - 07.2017
- Establish customer relationships and follow up with customers, as needed
- Provide prompt, accurate, and friendly customer service
- Service can include responding to inquiries regarding insurance availability, eligibility, coverage's, policy changes, transfers, claim submissions, and billing clarification
- Use a customer-focused, needs-based review process to educate customers about insurance options.
Credit/Collections Rep
The Wella Corporation
07.1990 - 06.2015
- Locate and monitor overdue accounts, using ageing and payscore reports ran daily
- Notify customers of delinquent accounts by mail, telephone
- Confer with customers by telephone or in person to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts
- Persuade customers to pay amounts due on credit accounts, damage claims, or non payable checks, or to return merchandise
- Consult with customers to resolve complaints and verify financial and credit transactions
- Answer customer questions regarding problems with their accounts
- Note on account all information about financial status of customer
- Process credit applications for account terms and negotiate credit extensions when necessary
- Sort and file correspondence, and perform miscellaneous clerical duties such as answering correspondence
- Arrange for debt repayment or establish repayment schedules, based on customers' financial situations
- Prepare individual or business customer accounts for collection.
Sales Support Rep
The Wella Corporation
02.1994 - 02.2001
- Provide outside field representatives with additional sales support for customers
- Participated in creating special monthly promotions to offer customers to boost sales
- Maintain customer account data base
- Noting all communication with field and customer
- Help to resolve any sales related issues with both account reps and customers.
Customer Service Support Representative
The Wella Corporation
07.1990 - 01.1994
- Confer with customers by telephone provide information about products or services take or enter orders, cancel accounts, or obtain details of complaints
- Note on account of all customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that all necessary changes were made to resolve customers' problems
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- Refer unresolved customer grievances to designated departments for further investigation
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Education
High School Diploma - General
Hollywood High School
06.1984
Skills
- Customer and Personal Service
- Clerical
- Complex Problem Solving
- Judgment and Decision Making
- Computers and Electronics
- Communication
- Troubleshooting
- Time Management
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Professional telephone demeanor
- Microsoft Outlook
- Follow-up skills
- Product Knowledge
- Order Processing
- Microsoft Office Suite
- Prioritization
- Assertiveness
- Office equipment proficiency
Languages
Spanish
Limited Working
Timeline
Customer Service Representative
Fitzsimmons Hospital Services
07.2017 - 05.2024
State Farm Agent Team Member
John Baker - State Farm Office
07.2016 - 07.2017
Sales Support Rep
The Wella Corporation
02.1994 - 02.2001
Credit/Collections Rep
The Wella Corporation
07.1990 - 06.2015
Customer Service Support Representative
The Wella Corporation
07.1990 - 01.1994
High School Diploma - General
Hollywood High School
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