Veronica Arroyo Cardoza
Oviedo,FL
Summary
Seeking for a work opportunity where I can apply my knowledge and abilities to contribute to the profits and objectives of the company.
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
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Representative/Call Center
Duke Energy
06.2021 - Current
- Assisted customers with a warm and professional attitude
- Processed orders
- Assisted customers with questions
- Kept records of customer complaints
- Handled emails, inbound calls, and outbound calls
- Managed customer accounts
- Assisted with technical support duties
- Handled billing issues and order inquiries
- Escalations
- Performed data entry for customer information
- Managed client records
- Set up client appointments for new and existing services
- Provided policy and service information
- Answered calls from customers
- Answered general questions
- Resolved customer information and complaints
- Responded to claim inquiries
- Handled credit card transactions
Dream Maker
Disney
04.2018 - 01.2020
- Help guests, both over the phone and online, in understanding our different floral offerings
- Strong verbal guest service skills as well as strong computer and typing skills
- Ability to make recommendations and up sell quality packages, encouraging both the best quality and the best fit package for the Guests needs
- Receive inbound calls from guest and help them find the perfect floral package for special occasions and celebration
Processing Teller
Garda
03.2016 - 11.2016
- Agility in handling of checks and cash
- Follow instructions well and make decisions with no supervision
- Dominion and agility making daily total
CSR-Teller
5/3 Bank
11.2015 - 03.2016
- Agility in handling of checks and cash
- Follow instructions well and make decisions with no supervision
- Dominion and agility making daily total
- Quickly established credibility with clients and creating a friendly rapport with customers
- Adhered to strict safe deposit box operations and guidelines
- Assisted supervisors with audits and daily balancing of the vault, which exceeded $50,000
- Organized 200+ customer transaction receipts on a daily basis so that they could be properly filed in a timely manner
- Filled in for the supervisor and maintained normal bank floor operations
CSR-Teller
Oriental Bank
12.2002 - 03.2010
- Process standard teller transactions for customers, including servicing client accounts, accepting loan payments, managing safe deposit box payments, cashing checks, balancing cash drawers, handling night deposits, and correcting discrepancies
- Balance automated teller machines, teller cash dispensers (TCDs)/teller cash recyclers (TCRs) often totaling more than $100,000
- Complete 25+ customer transactions per hour with extreme attention to detail
- Sell and redeem US Savings Bonds applications to the Federal Reserve as needed
- Respond to customer account inquiries from 130+ weekly accounts
- Assisted with the training new tellers, ensuring they received a comprehensive education on proper banking policies
- Delegated responsibilities to employees to meet company’s expectations
- Developed ability to work in a fast-paced atmosphere
- Maintained excellent customer relations and developed customer rapport
- Diplomatically resolved customers complaints on as-needed basis
- Ability to follow instructions well and make decisions with no supervision
Education
Business Administration - Management
UNE Cabo Rojo
11.2010
Political Science -
UPR Mayaguez
11.2003
Skills
- Bilingual (Spanish)
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Complaint handling
- Complaint resolution
- Follow-up skills
- Building rapport
- Customer education
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction.
Certification
Public Notary
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative/Call Center
Duke Energy
06.2021 - Current
Dream Maker
Disney
04.2018 - 01.2020
Processing Teller
Garda
03.2016 - 11.2016
CSR-Teller
5/3 Bank
11.2015 - 03.2016
CSR-Teller
Oriental Bank
12.2002 - 03.2010
Political Science -
UPR Mayaguez
Business Administration - Management
UNE Cabo Rojo
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