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ESMERALDA D’SILVA

**** ******* ********* *****, ******** Springs, Colorado 80923 503-***-**** ad28qr@r.postjobfree.com PROFESSIONAL SUMMARY

Experienced Customer Service Representative with a proven record of delivering exceptional support and satisfaction to clients. Skilled in managing diverse customer interactions and ensuring their needs are met with professionalism and efficiency. Adept at anticipating client inquiries and providing tailored solutions to foster lasting relationships, resulting in high customer satisfaction and loyalty. Proficient in implementing effective customer service processes and systems, ensuring seamless operations and optimal support for the organization's goals. Leveraging extensive experience in customer service to significantly contribute to the success of the organization. Passionate about enhancing customer experiences and elevating service standards. Committed to upholding the highest quality of service, responsiveness, and compliance within the organization.

Technical Skills: Microsoft Office (Outlook, Word, Excel, PowerPoint), Zoom, Skype, MS Teams.

Customer Engagement: Proactively engaging with customers to understand their needs, resolve inquiries, and provide exceptional service. Building rapport and maintaining a positive, customer-focused attitude to ensure a satisfying experience.

Problem Solving: Demonstrating strong problem-solving abilities to address customer issues and concerns effectively. Identifying solutions, utilizing resources, and making decisions that align with the organization's service standards and policies.

Communication and Adaptability: Exhibiting excellent communication skills to interact with a diverse customer base. Adapting to different customer personalities and situations while maintaining a professional and empathetic demeanor to meet their specific needs.

AREA OF EXPERTISE

Leadership Communication Emotional Intelligence Empathy Conflict Resolution Adaptability Problem-Solving Decision Making Team Building Time Management Collaboration Interpersonal Skills Critical Thinking Negotiation Coaching and Mentoring Creativity Resilience Relationship Building Integrity CAREER HISTORY

Operations Processor Randstad Staffing, Wells Fargo, Hillsboro, OR. Feb 2022 - Jun 2022 Responsible for managing incoming work, coordinating with appropriate resources, accurately entering transactions into systems, and skillfully resolving complex client’s requests by leveraging multiple information sources and maintaining meticulous records.

Enhances team performance by spearheading larger, multifaceted business and customer support initiatives, leveraging technical expertise to resolve escalated issues effectively.

Contributes to process improvement by offering valuable feedback and innovative ideas for optimizing customer support operations.

Provides valuable support to colleagues, staff, and managers by offering guidance and interpretation of company policies and procedures, ensuring compliance.

Exercises independent judgment while following leadership direction, building a comprehensive understanding of policies, procedures, and compliance requirements, and effectively using multiple online systems. Student Advocate Portland Community College, Portland, OR. Oct 2020 - Jun 2021 Demonstrated enhanced leadership skills through active participation in campus committees and taking initiative in organizing events and activities.

Implemented innovative programs aimed at supporting and advocating for the diverse needs and interests of the student body.

Served as a liaison between students and administrative bodies, effectively communicating concerns and working towards solutions to improve campus life.

Played a pivotal role in fostering a positive and inclusive campus environment by actively addressing and resolving student issues and promoting a culture of respect and understanding. 2

Leveraged strong interpersonal and communication skills to engage with students, providing guidance, resources, and advocacy to ensure their academic and personal success. Customer Service Agent Freedom Mortgage,Beaverton, OR. May 2020 - Oct 2020 Managed and monitored incoming calls, providing prompt and professional assistance to customers with signed mortgage accounts.

Initiated outbound calls to address customer inquiries, resolve concerns, and offer support in relation to their mortgage accounts.

Demonstrated exceptional communication skills to effectively convey information, answer questions, and guide customers through the mortgage process.

Maintained detailed records of customer interactions, ensuring accurate and up-to-date information on accounts and communications.

Collaborated closely with other departments to coordinate efforts and ensure seamless service delivery to mortgage account holders.

Collections Customer Service Agent Seterus, Beaverton, OR. Apr 2018 - Sep 2019 Provided exceptional customer service by addressing customer inquiries, concerns, and requests related to their mortgage accounts. And assisted customers in understanding their mortgage terms, payment schedules, and options for resolving delinquent payments.

Educated customers on the collections process, including potential consequences of non-payment, while maintaining a supportive and empathetic tone.

Utilized comprehensive knowledge of mortgage products and company policies to answer customer questions accurately and efficiently.

Documented all customer interactions accurately and thoroughly in the company's database, ensuring a complete record of customer inquiries and resolutions.

Initiated and processed necessary transactions, such as payment arrangements, deferments, or payment plan setups, as appropriate to help customers resolve their mortgage-related issues. EDUCATION

Associate Degree in Nursing Portland Community College, Portland, Oregon. Present

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