STEPHANIE BERMUDEZ
El Paso,Texas
Summary
High-performing Customer Service Representative passionate about technology and elevating customer experience. 5 years of experience impacting positive organizational outcomes through project management, process improvement, and problem-solving. I am confident in my ability to collaborate with cross-functional teams to solve complex, high-stakes problems. I am committed to continuous improvement and contributing to team and business success.
Overview
5
5
years of professional experience
Work History
Data Entry/ Loan processor
Kech
09.2022 - 09.2024
- In my role processing loan forgiveness applications under Mohela, I determined client eligibility for various forgiveness programs by adhering to specific guidelines and criteria
- I was trained in multiple specialized positions, including total permanent disability, teacher loan forgiveness, income-driven repayment, and bankruptcy.
- Trained multiple new hires in teacher loan forgiveness, income driven repayment, and total permanent disability. Took initiative in delegating team work load and assisted new hires into production transition.
- My experience also extends to working with systems such as NSLDS, PHEAA or CLASS, and Fiserv, where I ensured data accuracy and maintained comprehensive records
- I streamlined data input methods, consolidated spreadsheets, and prepared source data for computer entry by compiling and sorting information. I processed over 150 applications per day, ensuring accounts received the correct write offs.
- In addition, I verified and checked source documents for accuracy, researched incomplete records, and maintained customer confidentiality.
- My responsibilities also included typing correspondence and reports from rough drafts, maintaining database integrity by updating customer and account information, and purging files to eliminate data duplication.
Retention Agent
Alorica
06.2021 - 06.2022
- In this multifaceted role, I assisted with telephone interactions in which I was able to utilize various tools and systems (telephone, e-mail, and online chat)
- I proactively evolved to meet customers’ needs and competitive demands
- Had in-depth knowledge of DIRECTV’s products and services to provide effective resolutions
- Handled relocations, combined bill support, and cancellations
- Assisted customers with products and services including but not limited to DIRECTV Satellite, DIRECTV Stream, AT&T Home Phone Services, and AT&T Internet
- Well-versed in high-pressure call center environments handling various tasks and rapidly resolving client issues
- Systematic professional with extensive experience skillfully handling confidential and sensitive documents.
Cake Decorator/Team Member
Walmart
01.2021 - 06.2021
- Led cross-functional collaboration efforts by educating team members on tools, tasks, and resources, effectively enhancing overall team performance. Demonstrated strong communication and interpersonal skills to deliver exceptional customer service, while maintaining flexibility to adapt to business needs. Proactively managed inventory levels and implemented strategies to reduce shrinkage, ensuring optimal stock availability and minimizing loss.
- Planned the bakery production; ensured consistency in quality and accuracy of bakery decorative designs; followed recipe measurement instructions; worked with a variety of products (for example, decorating bags, tips, and nozzles) to create decorative flowers and lettering on bakery items; ensuring adherence to food safety standards, sanitation guidelines, cold chain compliance, and inventory management; operating, maintaining, and sanitizing equipment; and demonstrating understanding of product and layout execution
- Leveraged digital tools to drive sales, improve the shopping experience, and elevate associate engagement. Utilized electronic tools such as tablets to monitor and align daily production schedules with business objectives, ensuring timely completion of cake production and adherence to quality standards. Used handheld devices (TC) to assess and replenish bakery inventory, maintaining product availability and visual appeal on the sales floor.
Cake decorator/ Cashier
Mrs. Fields
06.2019 - 10.2020
- Daily operations involved taking orders, interacting with customers, memorizing 150 menu items and prices, managing product transactions, resolving customer conflicts, and answering questions on menu items
- I prepared and rang up food items, stocked food and cleaned while providing the most optimal customer service experience
- Accurately took orders and safely handled food, enhancing customer service and verbal communication skills
- Collaborated with 5 coworkers to maintain store quality and handled $1000 in revenues a day
- Coming on to this team I was able to improve quality of products by narrowing baking times and helped store revenue by improving on time management
- When given leadership over our team, I was able to lead by example and exceed sales and team goals, while managing and organizing product movement.
Education
College sophomore -
El Paso Community College
High school diploma -
Del Valle High School
01.2019
Skills
- Experience working with Microsoft software
- Fluent in English
- Inventory and production skills
- Project management
- Data Integration
- Process improvement
- Resource planning
- Data entry
- Flexibility
- Time management
- Fast and accurate typing 45-50 wpm
Personal Information
Title: CUSTOMER SERVICE
Timeline
Data Entry/ Loan processor
Kech
09.2022 - 09.2024
Retention Agent
Alorica
06.2021 - 06.2022
Cake Decorator/Team Member
Walmart
01.2021 - 06.2021
Cake decorator/ Cashier
Mrs. Fields
06.2019 - 10.2020
College sophomore -
El Paso Community College
High school diploma -
Del Valle High School
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