Professional Summary

Skills

Experience

MONICA G ROMERO

*** ******* ** **, *** Rancho, NM 87124 505-***-**** ad2r28@r.postjobfree.com Service-focused Customer Service Representative dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to consistently meet performance targets. Dedicated customer service professional with experience selling various types of retail products and exceeding sales goals. Versed in retail marketing and offering superior problem-solving skills. Promptly handles customer inquiries and maximizes satisfaction. Service upselling Merchandise upselling

Call center procedures Report generation

Retail marketing Call escalation

Data entry

Customer Service Rep/Work from home 03/2022 to 04/2023 Safelite Inc.. – Albuquerque, NM

Answered inbound calls to greet and assist customers with various needs and questions.

Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.

Resolved customer inquiries, complaints, and issues providing insightful solutions. De-escalated customer complaints using specialized communication techniques. Handled escalated callers to reach positive outcomes. Collection Supervisor/New Hire Trainor 02/2008 to 06/2016 Telecommunications INC. – Albuquerque, NM

Escalated calls and legal issues to and from debtors based on business requirements. Monitored and maintained collections platform, tracked analytics and reported on performance.

Managed team of 15 collection representatives that assisted customers in reconciling past-due accounts, took payments via phone and created and mailed monthly account statements.

Taught staff proper procedures and practices to effectively collect on 100% of Education

Additional-info

accounts.

Personal Banker 10/2001 to 08/2005

Bank Of America – Rio Rancho, NM

Used consultative sales process and financial needs assessment to build customer profiles and create customized solutions.

Recommended banking products and services to members based on individual requirements.

Connected regularly with existing customer base to cross-sell available products and developed presentations to engage potential customers in bank offerings. Tracked changing retail consumer and small business products to offer each customer optimized solutions.

High School Diploma: May 1985

Wheeling High School - Wheeling, IL