Stephanie Perez
San Antonio,TX
Summary
I am a very competitive self starter who’s organize discipline and goal oriented. I focus on listening to the customers needs before offering a solution. I believe in quickly establishing a good report with clients to ensure all the customers needs are met. Dedicated, self-driven focus with strong persuasive interpersonal skills welcomes the challenge of solving problems. A strong understanding of policy procedures and regulatory compliance.
Overview
8
8
years of professional experience
Work History
Citi Gold Representative C05
Citibank
San Antonio, Texas
11.2023 - Current
- Demonstrate a strong ability to learn quickly and adapt to new platforms and procedures.
- Filed and managed unauthorized transaction disputes, ensuring compliance with regulations.
- Understands customer needs by analyzing feedback.
- Guide clients through online platforms and trouble shooting issues.
- Adhere to procedures to escalate an issue.
- Ensure that the matter of the subject is communicated effectively in emails or chats by highlighting the key points.
- Constantly reviewing policies and procedures to help stay informed and knowledgeable of the most current information.
Service Representative C04
Citibank
San Antonio, Texas
10.2019 - 11.2023
- Handle inbound calls on a daily basis to assist customers with request and inquiries.
- Subject matter expert for team
- Effective in deescalating with focus on solution driven outcomes.
- Worked with limited oversight on projects.
- Strong understanding of compliance and regulatory processes.
- Used strong listening skills to ensure the customers needs were met.
- Research issues behind customers complaints in order to find a final solution.
Customer Service Supervisor
Walmart
10.2016 - 10.2019
- Coached employees through day-to-day work and complex problems.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Collaborated with cross-functional teams for smooth running of customer service operations.
- Educated customers about billing, payment processing and support policies and procedures.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Education
High School Diploma -
Holmes High School
San Antonio, TX06.2016
Skills
- Customer Support
- Customer escalation resolution
- Multitasking with multiple user interfaces
- Microsoft office
- Problem solving
- Time management
Timeline
Citi Gold Representative C05
Citibank
11.2023 - Current
Service Representative C04
Citibank
10.2019 - 11.2023
Customer Service Supervisor
Walmart
10.2016 - 10.2019
High School Diploma -
Holmes High School