Summary
Overview
Work History
Education
Skills
Timeline
AccountManager
Stephanie Portillo

Stephanie Portillo

El Paso,TX

Summary

Hardworking customer service representative bringing 8 years of experience meeting customer needs via telecommuting roles. Skilled in listening to customers, meeting productivity targets and maintaining current knowledge of company offerings. Offering empathy, reliability and enthusiasm for satisfying customers.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Conduent
01.2023 - Current
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as top performer within team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • +Managed approximately 80 incoming calls, emails and faxes per day from customers
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Spanish Interpreter

Language Line Solutions
11.2021 - 01.2023
  • Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
  • Maintained message content, tone and emotion as closely as possible.
  • Facilitated communication between law enforcement personnel and individuals involved in crimes such as witnesses, persons of interest and suspects.
  • Attended video call meetings to provide accurate consecutive translations of conversations between members.

Customer Service Representative

Kech Co
04.2021 - 10.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • It was unfortunately a temporary contract so it had to end really fast.

Customer Service Representative

Dialog Direct
05.2016 - 04.2021
  • Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services and company information.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Answered customer telephone calls promptly and in appropriate manner.
  • Provided primary customer support to internal and external customers in fast-paced environment.

Leasing Consultant

Integrity Asset Management
10.2014 - 04.2016
  • Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs and capital improvement projects.
  • Kept meticulous records of all correspondence with and from tenants.
  • Administered operations to handle needs of more than 800 tenants across 368 property units.
  • Distributed and followed up on tenant renewal notices.
  • Toured property with prospective tenants and provided wealth of information in regards to its key features.
  • Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
  • Resolved conflicts between tenants in most effective manner.
  • Held high approval rating and percentage of customer loyalty.
  • Kept records accurate, detailed and fully compliant with reporting requirements to meet all state, local and federal housing requirements.
  • Performed background checks on all apartment applicants.
  • Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
  • Managed all aspects of customer service, including greeting clients, showing apartments, preparing leases and resolving resident issues.
  • Escalated any major issues to property manager for immediate remediation.

Customer Service

Sizling Platter
10.2012 - 10.2014
  • Responded to customer requests for products, services and company information.
  • Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Education

GED -

El Paso Community College
El Paso, TX

Skills

  • Order fulfillment
  • Administrative support
  • Quick learner
  • Complaint resolution
  • Good listening skills
  • Creative problem solving
  • Service standard compliance
  • Computer proficient
  • Professional telephone demeanor
  • Credit card processing
  • Documentation abilities
  • Customer service expertise
  • Telephone interpreting
  • Fluent Spanish
  • Quick Typing
  • Research

Timeline

Customer Service Representative

Conduent
01.2023 - Current

Spanish Interpreter

Language Line Solutions
11.2021 - 01.2023

Customer Service Representative

Kech Co
04.2021 - 10.2021

Customer Service Representative

Dialog Direct
05.2016 - 04.2021

Leasing Consultant

Integrity Asset Management
10.2014 - 04.2016

Customer Service

Sizling Platter
10.2012 - 10.2014

GED -

El Paso Community College

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Stephanie Portillo