Customer Service Follow-Up

Anabel Torres-Perez

Address Orlando, Fl, *****

E-mail *************@*****.***

Dedicated professional with over 15 years’ experience providing stellar customer service. Proven ability to establish and maintain excellent communication with clients, team support, collaboration, with emphasis on building client relationships. Successfully worked from home for over 2 years with proven ability to work independently, multi-task and follow-up in a high-volume contact center. Effective in working with internal and external clients with strong attention to detail. Looking for a non-managerial role to leverage all extensive skills mastered throughout the years, for a successful role within a company.

Skills

Strong follow-up

Building Client Relationships

Excellent organizational skills

Detail Oriented

Excellent communication

Even keeled

Exceptional Customer Service

Time Management

Multi-task

Professional Experience

06-2023 – 05-2024

Customer Care Supervisor

Con-Air Industries

Manage daily workload – calls, emails, chat and internal jobs.

Train new staff.

Focused on Customer satisfaction.

Handle client escalations.

Review and respond to customer satisfaction surveys.

Assist daily taking incoming calls, chat and responding to emails.

Order entry.

Successfully communicated with clients in Spanish.

Investigate and resolve product or service issues/complaints.

Call evaluations for coaching to deliver exceptional customer service.

Run and review reports to assess key metrics performance.

Obtained 4.6 out of 5 customer satisfaction score.

Assess staff and provide regular performance-related feedback.

09-2004 - 09-2022

Client Services

Automatic Data Processing (ADP)

Provide customer-friendly service to ensure satisfaction,

Research and obtain resolution for all issues, using tools directly or engaging other business areas for support for inquiry resolution.

Focus on client retention via proactive outreach.

Worked closely with the Puerto Rico client base.

Successfully communicated with clients in Spanish.

Maintained up to date knowledge of products and services.

Successfully diffused and handled escalations.

Established relationships with top revenue clients.

Partner with sales for leads and consultation.

Consistently obtained Quality net promoter scores 92+

Education

Bachelor of Arts: Business Administration/Marketing

Kean University - Union, NJ

Languages

Spanish

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