Customer Service Manager
Resume:
Lizette Barrientes
*** ***** ******** ****** **** 21 Alhambra, CA 91801
Home 626-***-**** Message 626-***-****
*************@*********.***
CUSTOMER SERVICE PROFESSIONAL
Objective: Seeking an opportunity with a company that welcomes an
ambitious and career forward person where acquired skills and experience
will be utilized towards continued growth and advancement.
Profile More than 10 years' successful experience in
customer service and support with recognized
strengths in account maintenance, problem-solving
and trouble-shooting.
Possess solid computer skills.
Excellent working knowledge using Microsoft Excel,
Microsoft Word and Microsoft Outlook, as well as,
Industry Specific Software such as Fastrieve,
Accurint and MortgServ.
Ability to train, motivate, and lead customer
service employees.
Demonstrated ability to gain customer trust and
provide exceptional follow-up.
Handle large call volume while maintaining timely,
accurate and professional attitude.
Bilingual : English/Spanish
Achievements Resolve 80% of phone inquires on the first call.
Call monitoring scores 90% or greater.
Maintain an average call time of less than 3
minutes (180 seconds) per call.
85 + calls taken a day.
Experience Residential Credit Solutions/Aames Home 1996 -
Loans, 2009
Los Angeles, CA
Customer Service/Call Center
Mentor new and existing staff in customer
service skills.
Quickly and effectively solve customer
challenges including manager escalated
calls.
Understanding and providing assistance
with payoff quotes.
Manage and assist with payment
corrections, escrowed accounts, billing
questions, real estate taxes, lien release
and credit disputes.
Knowledge of all loan documents.
Basic Collection Duties and Skip Tracing.
Helped in selecting and recruiting new
hires.
Proven ability to reach targeted goal for
bonus purposes.
Assist payment processing occasionally.
Education Alhambra High School 1984
Alhambra, CA
General Education
References Furnished Upon Request
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