Ivelisse Seda Fox

813-***-**** — Tampa, FL - ***** — ad1x0k@r.postjobfree.com

SUMMARY

Professional customer service representative with 20 years of experience in providing exceptional customer service. Possesses strong communication, problem-solving, and customer service skills. Experienced in handling customer complaints, inquiries, and requests.

PROFESSIONAL SKILLS

• Quick Learning Ability

• Conflict resolution

• Compliance Management

• Customer Service

• Training & Development

• Helpfulness

EXPERIENCE

New York Life Insurance Co Tampa, FL

Bilingual Customer Service Representative 2019 – Present

• Employed exceptional listening skills to determine the nature of calls in order to clearly and precisely address inquiries in a professional manner

• Typed memos, correspondence, reports, and other documentation including follow-up customer letters to ensure questions were addressed and assure them of support throughout the life of their membership

• Created customer satisfaction surveys utilizing Microsoft Word to drastically reduce and mitigate potential problems

• Organized customer information and account data for business planning and customer service purposes

• Maintained quality control standards, seeking new ways to improve customer service

• Worked with customers in past due status to negotiate solutions that enabled uninterrupted service

• Submitted requests to the proper department to prevent reoccurring issues, recommending process and procedure improvements

• Maintained professional relationships with client contacts to ensure top-notch customer service

• Achieved the highest expected loyalty goal while attracting new customers Anthem Tampa, Florida, FL

Bilingual Customer Service Representative Jul 2011 – Jan 2019

• Created customer satisfaction surveys utilizing Microsoft Word to drastically reduce and mitigate potential problems

• Organized customer information and account data for business planning and customer service purposes

• Employed exceptional listening skills to determine the nature of calls in order to clearly and precisely address inquiries in a professional manner

• Earned management trust by serving as key holder, responsible for store opening and closing procedures

• Maintained quality control standards, seeking new ways to improve customer service

• Demonstrated a strong record of accomplishment when collaborating with cross-functional and cross-cultural teams

• Resolved product and service challenges by researching customer complaints and following up to ensure satisfactory resolutions

• Continually developed a strong product and customer service knowledge base to help drive sales and provide options and value to customers

• Submitted requests to the proper department to prevent reoccurring issues, recommending process and procedure improvements

EDUCATION

High School Diploma: College Prep May 1992

Leto High School Tampa, Florida

LANGUAGES

• Spanish: Native/ Bilingual (5 out of 5)