Customer Service Executive

Leonel Lazaro Fernandez

*** ** *** **, *******, Florida 33010.

***- ***-****

**********@*****.***

PROFESSIONAL SUMMARY

Diplomatic Customer Service Executive with 20 years of leadership and customer engagement success. Goal-oriented problem-solved with excellent conflict resolution skill coupled with strategic mindset and notable strengths in workflow coordination and employee performance manager.

SKILLS

Account Management

Payment Management

Issue Escalation

Customer Needs Assessment

EXPERIENCE

Customer Service Executive

Bank of Cuba, Havana, Cuba

Decreased wait time and provided guest interaction and service to develop customer engagement.

Promoted physical and digital offerings to inform, educate and promote rewards programs and benefits.

Formulated policies and procedures aligned with brands awareness.

Exceed customer expectations with management of communications, conflict resolution and compliances on services.

Maintained customers communications records and account notes on database.

Developed consistent approaches for customer team, writing and optimizing call scripts.

Coordinated appointments and arranged schedules and internal resources.

Determined charges for services requested, payments or arranged for billings.

Remained current on new marketing campaigns to respond appropriately to marketing related inquires.

EDUCATION

Master of Science (MS) July 1995

Havana University, Havana, Cuba

LANGUAGES

Spanish English

Native Conversational

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