Suzanne Limon
Brownsville,TX
Summary
Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.
Overview
22
22
years of professional experience
Work History
Fraud Prevention Specialist
Advance Call Center Technologies
Harlingen, Texas
10.2022 - Current
- Educated customers on best practices for avoiding fraud and provided guidance on how to spot suspicious emails or other indicators of possible scams.
- Investigated suspicious transactions, identified potential fraud patterns, and reported findings to the management team.
- Participated in regular training sessions on emerging threats related to online security and digital payment methods.
- Documented all investigative activities, evidence gathered, conclusions reached, and actions taken during a case investigation.
Customer Service Representative
Maximus Federal
Brownsville, TX
12.2021 - 09.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Set up and activated customer accounts.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Family Service Counselor
Funeraria Del Angel
Brownsville, TX
03.2013 - 09.2020
- Assisted clients with selection of burial caskets, grave markers and service options.
- Gathered and completed legal and company paperwork.
- Helped make pre-need arrangements for forward-thinking customers.
- Interviewed clients individually, in families or in groups, assessing situations, capabilities and problems to determine required services.
- Attended interments to assist families and provide support.
- Identified appropriate community resources and provided referrals for services.
- Used job-related software to compose or prepare correspondence, case notes and technical reports
- Interviewed clients individually and in groups to assess situations, capabilities and problems.
- Maintained confidentiality through stringent handling of charts and data.
Manager
Clinica Santa Maria
Brownsville , Texas
02.2003 - 04.2011
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Recruited and hired qualified candidates to fill open positions.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Monitored staff performance and addressed issues.
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Created training modules and documentation to train staff.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Conducted quality, timely performance feedback and performance appraisals.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
Education
GED -
Adult Education - Brownsville, Texas
Brownsville, TX06.1999
Skills
- Understanding Customer Needs
- Efficient and Detail-Oriented
- Building Customer Trust and Loyalty
- Data Entry
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
Accomplishments
- Ranked 4 in Maximus call center prior to leaving project.
- Recognized as high performing employee by JD Powers.
- Promoted from patient representative to Supervisor with in the first year.
- Recognized for outstanding performance by client AT&T when working for Covergys call center.
Timeline
Fraud Prevention Specialist
Advance Call Center Technologies
10.2022 - Current
Customer Service Representative
Maximus Federal
12.2021 - 09.2022
Family Service Counselor
Funeraria Del Angel
03.2013 - 09.2020
Manager
Clinica Santa Maria
02.2003 - 04.2011
GED -
Adult Education - Brownsville, Texas
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