Customer Service Client Services

Carla Vanessa Campos

708-***-**** ****************@*****.***

Summary

Enthusiastic client services professional with strong background in quality assurance, directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Experience

Customer Service Specialist 01/2017 to 09/2022

Prospect Services

Documented customer correspondence in CRM to track requests, problems and solutions.

Upheld quality control policies and procedures to increase customer satisfaction.

Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.

Executed and developed methods to obtain post-production product feedback from customers.

Reorganized and revised standard operating procedures to streamline processes and improve communication and collaboration.

Customer Service Representative 06/2006 to 12/2021

First American Financial Services

Answered inbound calls, chats and emails to facilitate customer service.

Fielded customer complaints and queries, fast-tracking for problem resolution.

Upheld quality control policies and procedures to increase customer satisfaction.

Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Mentored new employees on procedures and policies to maximize team performance.

Customer Service Lead (Overnight) 07/1999 to 05/2006

Lake Shore Property Management

Interviewed, hired, and coordinate training of new team members.

Assisted in escalated customer problems via phone, email, and live chat

Conducted regular call monitoring to ensure a superior client experience.

Coached, motivated & counseled staff on performance including administrating disciplinary action when necessary.

Communicated performance expectations and monitored performance plans.

Participated in project meetings, created new processes and procedures, and trained agents accordingly.

Skills

Efficient and Detail-Oriented

Email Support

Understanding Customer Needs

Creative Problem Solving

Call Documentation

Order and Refund Processing

Salesforce

Data Entry

CRM Software

LiveChat

Microsoft Office

Billing Adjustments and Refunds Review

Data Entry

Analytics

Bilingual Fluent in Spanish

Education and Training

GED

Richard J Daley College

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