Shaquira Montero
San Antonio,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills across diverse business types. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
Work History
CHAT CREDIT CUSTOMER SERVICE REPRESENTATIVE
Kohl's
08.2020 - Current
- Assisted customers with order placement, tracking shipments, processing returns, and handling billing inquiries with a focus on efficiency and accuracy
- Resolved complex customer complaints by actively listening to concerns, empathizing with their frustrations, and finding appropriate solutions within company guidelines
- Maintained detailed records of all interactions using CRM software to track customer preferences, history of inquiries/resolutions for future reference
- Contributed positively to team morale through active participation in team meetings/activities fostering a collaborative work environment focused on achieving shared goals
- Demonstrated strong product knowledge to effectively address customer questions and provide accurate information on features, pricing, and promotions
- Participated in leadership training under direct supervision of my team lead and coordinator
- Assisted with seasonal hiring along with Human Resources department
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
REMOTE TECHNICAL SERVICE SUPPORT ADVISOR
Conduent
10.2019 - 08.2020
- Personify approachability with peers and customers while skillfully engaging with the customers
- Deliver consistent results and keep aligned in the company's policies and procedure while upholding the company's credo
- Be able to work independently with limited supervision and multi-task and navigate multiple, different tools and work streams
- Demonstrate patience during complex customer issues and troubleshooting
- Always be ready and willing to appear on live video with co-workers and help other team-mates with questions
- Be knowledgeable and efficient of the company's services
- Exemplary written and spoken communication skills with both team members and customers
- Adapt to navigating ambiguous customer situations and demonstrate actively listening skills and attentiveness to each individual customer need
- Exhibit an understanding of passion for outstanding customer focus
SPANISH SALES BANKER
Wells Fargo
04.2014 - 07.2019
- Up sell bank products and services, deliver great customer experience, handle irate customers, and resolve customer complaints
- Help our customers succeed financially by offering appropriate products and services
- Stay compliant to state and federal regulations
- Train and mentor new hires
- Help support sales floor in the absence of upper management
- Host calls calibration with peers, present during team meetings, workshops, and host sales town hall meetings
- Meet and acceded performance requirements
- Ran site Pressure Points incentive
- Part of the Rising Star team
- May 2017 Employee of the Month
- 2017 and 2018 CEM Top Performer
- Quality Assurance top performer
- Quarterly Top Performer
- Part of Compliance Committee
- Helped put together and host monthly Sales Town Hall meetings
- Was mentored by numerous team supervisors in preparation for management and leadership roles
- Consistent high percentage accountability rate
- Loan volume top performer
- Customer WOW comments and recognition from Regional Manager
- Managed a diverse portfolio of clients across various industries, showcasing adaptability and versatility in meeting unique needs.
CLIENT SERVICE SUPERVISOR
Provident Bank
12.2006 - 02.2012
- Effectively lead teller staff on a path to success, answer customer inquiries, always keep a respectful and professional attitude, filing, accurate record keeping, multi task between all my duties, make sure that branch is following state and federal regulations and audit ready at all times, in charge of all branch cash, process all window transactions quickly and accurately, maintained on all ATM and Automated Tellers systems, and all end of night consolidation
- Successfully established a system of filing reports that cut down research time when being audited
- Effectively evaluated and carefully coordinated a successful plan to improve tellers' performance based on customer satisfaction and referral goals
- Received 5 'salute awards' from customers and other company employees
- Always showed a desire of growing within the company and Human Resources and District Manager took notice in
- Approached on numerous occasions by manager for help on big bank projects in which consisted of a Power Point presentation in front of a number of important company figures
- Was looked upon for guidance and coaching by others
- Approached by my superiors to attend training classes for any new company changes
- One in particular was when the bank had automated cash machines installed in each teller station
- Received phone calls from other departments and branches for help
- Completed all state and federal certifications on a timely fashion as well as made sure all tellers did as well
- Collaborated with other departments to address client needs, improving overall customer experience.
- Enhanced client satisfaction by addressing concerns and resolving issues in a timely manner.
Education
Rockland Community College
Suffern, NYSkills
- Customer Service
- Sales Experience
- Serving Experience
- Call Center
- Supervising Experience
- Banking
- IOS
- Sales Support
- Technical Support
- Bilingual
- Calibration
- Microsoft Windows
- Problem-solving abilities
- Active Listening
- Critical Thinking
Assessments
- Inside sales, Proficient, 07/20
- Customer service, Proficient, 07/20
Languages
Spanish
Native or Bilingual
Timeline
CHAT CREDIT CUSTOMER SERVICE REPRESENTATIVE
Kohl's
08.2020 - Current
REMOTE TECHNICAL SERVICE SUPPORT ADVISOR
Conduent
10.2019 - 08.2020
SPANISH SALES BANKER
Wells Fargo
04.2014 - 07.2019
CLIENT SERVICE SUPERVISOR
Provident Bank
12.2006 - 02.2012
Rockland Community College
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