Terese M. Vega
High Point,NC
Summary
As a dedicated Customer Service representative with over 15 years of experience, I successfully managed a high volume of inbound calls and effectively addressed customer inquiries, complaints and feedback. I'm passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Madewell
08.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Brand Ambassador
American Eagle
09.2018 - 08.2022
- Primary contact role and model for American Eagle cultivating and nurturing relationships with clients to drive sales
- Trained new employees ⁃ Analyzed Business needs ⁃ Sorted, packaged and shipped all in store purchases ⁃ Displayed in-depth product knowledge to answer customer queries regarding products, shipping and order placement ⁃ Answered all incoming calls listening to the customers needs or issues and providing helpful solutions to their problems
- Monitored customer preferences to determine focus of sales efforts.
- Developed and executed promotional campaigns to drive brand awareness and sales.
- Set up and broke down promotional booths and tents and talked to potential customers for successful promotional events.
- Engaged customers to communicate key product features.
- Increased sales by effectively communicating product benefits.
- Educated customers on product features and answered questions regarding product use.
- Assisted customers with product selection based on individual needs and preferences.
Customer Sales Representative
Sitel
06.2015 - 12.2018
- Handled outbound and inbound sales calls exclusively for Macy's and,
- Answer and resolve merchant inquiries regarding credit decisions, balance, and a variety of customer concerns
- Processed order changes and cancellations through email and chat
- Assisted with order deliveries and returns or exchanges
- Built client list and strengthened customer relationships through consistent communication via phone and internet.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Built relationships with customers and community to promote long term business growth.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Quoted prices, credit terms and other bid specifications.
- Trained new employees on customer service, money handling and organizing strategies.
Sales Associate/Cashier Lead
Nautica Retail
02.2012 - 02.2015
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Informed customers of promotions to increase sales productivity and volume.
- Trained new employees on customer service, money handling and organizing strategies.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
Sales Associate
Ann Taylor
12.2009 - 01.2011
- Welcoming customers
- Directing customers to merchandise within the store
- Gaining superior product knowledge
- Maintaining the orderly appearance of the store
- Introducing and promoting product promotions and opportunities with customers
- Cross-selling products to increase purchase amounts
Customer Service Agent
LiveOps, Inc
11.2003 - 12.2009
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Facilitated communications through management of inbound and outbound customer calls.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Tracked customer service cases and updated service software with customer information.
Patient Access Representative
Clara Maas Hospital
10.1998 - 11.2003
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Providing excellent customer service by promptly answering patient inquiries.
- Trained new staff on hospital processes and procedures.
- Resolved patient billing issues in line with established guidelines.
- Greeted and assisted patients with check-in procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Answered incoming calls, scheduled appointments and filed medical records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Provided excellent customer service to patients and medical staff.
- Resolved customer complaints using established follow-up procedures.
- Organized patient records and database to facilitate information storage and retrieval.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Education
High school diploma - Nursing
William H. Maxwell High School
1993
Skills
- Call Center Operations
- Problem-Solving Ability
- Administrative Support
- Brand Representation
- Customer Relations
- Multi-Line Phone Talent
- Retail Sales Customer Service
- Microsoft Word
Timeline
Customer Service Representative
Madewell
08.2022 - Current
Brand Ambassador
American Eagle
09.2018 - 08.2022
Customer Sales Representative
Sitel
06.2015 - 12.2018
Sales Associate/Cashier Lead
Nautica Retail
02.2012 - 02.2015
Sales Associate
Ann Taylor
12.2009 - 01.2011
Customer Service Agent
LiveOps, Inc
11.2003 - 12.2009
Patient Access Representative
Clara Maas Hospital
10.1998 - 11.2003
High school diploma - Nursing
William H. Maxwell High School
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