Customer Service Representative

Crystal Figueroa

Email: ********@************.***

Address:

City: Lowell

State: MA

Zip: 01852

Country: USA

Phone: 978-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.

Educational Background:

High School Dipolma from Lowell Adult Education, Lowell MA 1/2001 to 2/1997 (english)

Job History / Details:

Summary

Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.

Core Strengths

Strong organizational skills

Active listening skills

Sharp problem solver

Courteous demeanor

Energetic work attitude

Customer service expert

Invoice processing

Adaptive team player

Creative problem solving

Critical thinking

Customer service

Data collection

Data entry

Documentation

Filing

Grammar

Internet research

Letters and Memos

Microsoft Excel

Microsoft Outlook

Microsoft Word

Multi-Task Management

Prioritization

Proofreading

Reading Comprehension

Research

Scheduling

Service Orientation

Speaking

Telephone Skills

Time Management

Type 38 WPM

Account Management

Client relations

Computer proficiency

Coordination

Vendor Management

Accomplishments

Customer Assistance

Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

Computed Data Reports

Provided required weekly, monthly and quarterly reports listing

Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Customer Interface

Greeted customers upon entrance and handled all cash and credit transactions.

Multi-tasking

Cashiered with two cash registers at once in tandem to maximize customer flow.

Work Experience

June 2010 to March 2012

TD Bank Burlington, MA

Collections Specialist

Conducted calls to customers that were in delinquent status ranging from 5-90 days.Maintained up-to-date knowledge of loan policies regarding payments, payment arrangements.Earned "top collector" for numerous consecutive months.Developed highly empathetic client relationships and earned reputation for exceeding collection goals.Worked as a team member.

Managed quality communication, customer support and product representation for each client.Worked under strict deadlines and responded to service requests.Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.Guaranteed positive customer experiences and resolved all customer complaints.Compiled weekly monetary reports and records for managers.Executed outbound calls to existing customer base resulting

small business payoffs.

Arranged delinquent accounts for legal action.Performed verification of all contact and personal information for all accounts called. Carried out skip tracing services to locate and contact delinquent customers. Maintained a promise to pay rate of 75 percentage and a promise to pay kept ratio of 92 percentage . Managed an average of 10 plus calls per an hour. Reviewed accounts for interest only modification assistance programs.Processed payments for past due loans.Supported incoming callers with issues pertaining to past due loans.

October 2008 to June 2010

MicroFinancial/TimePayment Corp Woburn, MA

Customer Service Representative

Answered all incoming calls and assisted customers with all issues pertaining to products and vendors. Updated all accounts with credit bureau reports. Received and reviewed all incoming mail and delegated to the appropriate persons. Secured all insurance information for all clients. Organized weekly reports for the customer service department to verify all current and potential customers. Trained 4 new employees, and trained all customer service reps on how to make verification calls and what was needed to be verified. Created new processes and systems for increasing customer service satisfaction.Excelled in exceeding monthly credit card application goals.Cross-trained and provided back-up for other customer service representatives when needed.Worked as a team member performing cashier duties.Managed quality communication, customer support and product representation for each client.Worked under strict deadlines and responded to service requests.Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.Resolved product/policy issues. Guaranteed positive customer experiences and resolved all customer vendor and product complaints. Inputed all new and updated information into data entry system.

July 2006 to June 2007

Lasik Vision Institute Burlington, MA

Patient Care Coordinator

Initiated all customer relations upon arrival. Schedule all patient appointments and follow up appointments. Answered 24-line telephone system. Executed referral appointments with specialist for patients unable to have elective surgery performed. Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.Communicated all merchandise needs or issues to appropriate supervisors.Recommended, selected and helped locate merchandise based on customer needs and desires.Increased store sales by 30 percentage by upselling merchandise.Managed cash stock and inventory balances accurately.Accurately logged all daily shipping and receiving orders.Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.Maintained adequate cash supply in cash drawers in multiple checkout stations.Guaranteed positive customer experiences and resolved all customer complaints.Assisted customers with store and product complaints.Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.Managed quality communication, customer support and product representation for each client.Increased territory sales by surpassing monthly goal of 100 surgeries.Worked as a team member performing cashier duties, product assistance and cleaning.Cross-trained and provided back-up for other customer service representatives when needed.Trained new employees as hired.

August 2003 to October 2006

Merrimack Valley Legal Services Lowell, MA

Intake Worker/Receptionist

Processed confidential interviews with prospective clients for review for legal assistance. Answered 24-line phone system. Conducted referrals to private attorneys for clients that did not qualify. Executed multi-mass mailing list for over 5,000 recipients for donations. Documented cases for probate, housing, and state assisted cases. Assisted attorneys by filing court documents at different court houses.

August 2000 to May 2003

Princeton Village Apartments Lowell, MA

Assistant Property Manager

Developed schedule to conduct monthly inspections of apartments and yards of a 180 unit complex. Assisted in collecting monthly rental payments from 180 tenants. Created legal documents for eviction proceedings as well as ensured all documents appropriately were distributed. Organized and appeared in housing court for eviction proceedings with all delinquent tenants. Initiated all orders office and maintenance supplies.

Educational Background

Middlesex Community College Lowell, MA

Criminal Justice

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