Resourceful Customer Service Representative who provides exceptional service through active
listening and problem solving. Representative with expertise providing customer support in
high call volume environments. Exceptional computer aptitude and telephone etiquette. Extensive
experience providing support on ADP Payroll Solutions, Banking and GL Interface, also payment
processing tools like Checkfree pay.
Experience
02/2006 to Current
Client Support SpecialistAssurant – Wilmington, DE,
Managed quality communication, customer support and product representation for each client.
Guaranteed positive customer experiences and resolved all customer complaints.
Handled Heavy call volume.
Answered client questions ranging from simple to more complex topics.
Supported clients on various products and basic troubleshooting.
Answered an average of 25-30 calls per day by addressing customer inquiries, solving problems and
providing new product information.
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy
and resolving problems on the spot.
Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
Directed calls to appropriate individuals and departments.
Asked open-ended questions to assess customer needs.
Learned, referenced and applied product knowledge information.
09/2005 to 02/2006
Customer service representativeJ.F. Shea – San Diego, CA,
Handled heavy phone volume.
Assisted agents and customers with inquiries about payments in English and Spanish.
Submitted adjustments for corrections in the processing of payments to different companies.
Conducted conference calls with different companies and customers to correct any issues related to
their payments.
Ensured customer satisfaction.
Data Entry
Asked open-ended questions to assess customer needs.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy
and resolving problems on the spot.
03/2001 to 09/2005
Account ExecutiveBrown & Brown, Inc. – Syracuse, NY,
Managed quality communication, customer support and product representation for each
client.Executed outbound calls to existing customer base to increase in sales.
Generated leads for new sales through telephone and email contact with customers.
Educated customers on how to maintain spas correctly and what are the best chemical to use with
their spas.
Managed wide variety of customer service and administrative tasks to resolve customer issues
quickly and efficiently.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy
and resolving problems on the spot.
Routinely answered customer questions regarding merchandise and pricing.
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Built long-term customer relationships and advised customers on purchases and promotions.
Education and Training
Expected in 1995
Associate: Business Management University of Puerto Rico Humacao - Humacao - , GPA: Business Management
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