VANESSA LERMA
Deltona,FL
Summary
Adept at managing high-stress situations, excelled as a Customer Service Representative II at ORANGE COUNTY TAX COLLECTOR, achieving a 95% accuracy in financial transactions. My expertise in customer service and data entry, coupled with a talent for active listening and critical thinking, significantly enhanced customer satisfaction and operational efficiency at Publix Super Markets Inc.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
21
21
years of professional experience
Work History
Customer Service Representative II
ORANGE COUNTY TAX COLLECTOR
05.2018 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, such as title , tag driver license , and property tax information.
- Managed 95% accuracy of cash, checks and credit payments.
Customer Service Office Staff Member
Publix Super Markets Inc
01.2004 - Current
- Managed high call volume with exceptional professionalism, ensuring timely responses to customer needs.
- Delivering premier customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Utilized POS system to handle customer cash and credit card transactions.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
Education
Bachelor of Arts - Public Management Administration
Florida Atlantic University
Boca Raton, FL12-2026
Certificate of Technical Studies - OPERATIONS AND SUPPORT SERVICES
Valencia College
Orlando, FL12-2019
Certificate of Technical Studies - BUSINESS SPECIALIST
Valencia College
Orlando, FL12-2019
Certificate of Technical Studies - BUSINESS OPERATIONS
Valencia College
Orlando, FL12-2019
Associate of Arts - Business Administration
Palm Beach State College
Lake Worth, FL12.2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
Customer Service Representative II
ORANGE COUNTY TAX COLLECTOR
05.2018 - Current
Customer Service Office Staff Member
Publix Super Markets Inc
01.2004 - Current
Associate of Arts - Business Administration
Palm Beach State College
Bachelor of Arts - Public Management Administration
Florida Atlantic University
Certificate of Technical Studies - OPERATIONS AND SUPPORT SERVICES
Valencia College
Certificate of Technical Studies - BUSINESS SPECIALIST
Valencia College
Certificate of Technical Studies - BUSINESS OPERATIONS
Valencia College
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