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Customer Service Representative

Oakland, CA
February 01, 2024

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JOLENE LAVEGLIA 714-***-**** Oakland, CA 94605


Personable and dedicated Customer Service Representative with extensive experience in the student loan/ debt settlement industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Sales Representative with a solid record of consistently achieving customer retention goals through relationship building and advanced product knowledge.


● Client Engagement

● Client relations

● Overseeing Employees

● Contract negotiation and closing tactics Sales

proposal creation

● Customer relationship management Consultative



DocuPrep Xpress Irvine, CA

Retention Manager

06/2019 - 12/2023

American Financial Services Irvine, CA Sales Consultant Relationship selling

Account management

● Client account management

● Customer retention abilities

● Sales closing

● Customer needs assessment

Handled sensitive customer data.

Handled all cancellations, pending cancellations with a 80% success rate. Worked with management to create

performance measurement for customer service

representatives as well as sales employees. Investigated customer issues. Working directly with clients to resolve any ongoing issues regarding their student loans.

Maintained strong rapport with existing clients and interacted with potential clients.

Established business challenges and came up with

successful solutions to fix issues.

Managed client complaints with a high level of

professionalism and competence.

Made frequent calls and visits to build and strengthen client relationships. Followed up on client leads, managed client applications and onboarded new clients.

Maintained client files, compiled reports and organized company resources.

Cultivated business partnerships to build lasting

relationships with internal and external parties.

Worked closely with customers to determine appropriate marketing offerings and strategies for business needs. Worked with fellow sales team members to achieve group targets. Listened to customers to understand needs and refer to optimal services.

09/2004 - 04/2019Greeted incoming customers and provided expert sales and service to drive revenue. Increased revenue by skillfully upselling and closing customer sales and driving product benefits around client needs.

Cultivated productive relationships with existing customers through exceptional follow-up after sales.

Handled credit and debit card payment processing to complete purchasing experience.

Used CRM database to track referral and appointment data. Maintained a $1,000,000 Plus in yearly sales

Education and Training

CCSN Las Vegas, NV

Some College (No Degree)

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