Customer Service Back Office

Romina Morales Valdivia

La Querencia #****, Macul

+569*********/ 02-9806391

*.*******.********@*****.***

CUSTOMER SERVICE REP / 9 YEARS' EXPERIENCE IN CALL CENTER AND BACK OFFICE SETTINGS Professional customer service rep offering: 9 years of experience providing customer support in busy call center environments and back office. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Combine patience, determination, and persistence to solve problems creatively, using tact and diplomacy to find common ground. 2016-2017

Achieve Test Prep

Customer Account Representative (online job position) Online Nursing school with students located across USA. Our main goal was to provide a high level warm customer service and clear account information.

*customer service

*accounts

* loans

*payment processing

*refund policies, among others.

2013-2015

Ars Vivendi design

Full time shop assistant

I was in charge of the store organization, shop windows and part time staff supervision, merchandise reception and inventory. Give advice to costumers about merchandise and claims.

*general store and part time staff supervision

*shop Windows and merchandise organization

*Full customer service

2012

Hostal Providencia

Receptionist

I was in charge of handling front office reception and administration duties, including greeting guests, answering phones, handling hostel inquiries, and sorting and distributing mail.

*Welcome and information visitors assistance,

*Answering or referring inquiries in person, online or by phone

*passenger special activities organization

*full time visitor assistance

2010-2012

Banco Credito Inversiones BCI,

Customer Assistance Service

I was in charge of customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions

* Credit card and loan phone assistance

* financial and related data analysis

* Loan documents and customer credentials inspection

* Ensure compliance of security and banking policies

* update information, claims and account problems resolution

*Promote and cross-sell banking products and services to customers 2009-2010 Experian Services SA,

National Consumer Assistance center agent

I was in charge of updating consumers’ files according to the information given by the Creditors.

*Interpreting and analyzing consumers requests

* Data quality and accuracy in credit report maintenance

*Update resolution inaccuracies (disputes)

*Update personal and legal information

*Sensitive data management

EDUCATION

2007-2008

2009

2011

-Universidad Chileno-Britanica de cultura

-Bachelor’s degree in British Language

-Two months training on CAPS system through Experian SA

-Three months training program on customer service through BANCO BCI

-Use of Language and voice

-Customer Service Attitude

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