Service Representative Personal Assistant

Elizabeth Gutierrez Eugene, OR ***-***-*** *********.*****@*****.***

Summary of Qualifications

** **** ***** ** ********** in customer and administrative services. Conscientious with good analytical and problem solving skills, detail oriented and demonstrate efficiency and confidentiality; high ability for leading, motivating and working closely with different levels of management and staff and work well under pressure; good communication and interpersonal skills, both team player and independent hands-on worker.

Experience

Lead Bilingual Customer Service Representative III

Handled an average of 150-250 calls per day from multiple clients in a blended queue and accurately processed related issues.

Maintained quality service by following policies and procedures and reporting needed changes.

Contributed to team effort by accomplishing related tasks as needed.

Applied technical and professional job knowledge to evaluate customer concerns.

Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Resolved customers’ service and complaints.

Checked to ensure that appropriate changes were made to resolve customers’ problems.

Contacted customers via outbound calls to respond to inquiries or to notify them of claimed investigation results and any planned adjustments.

Referred unresolved customer grievances to designated departments for further investigation.

Followed operational procedures by adhering to an assigned schedule.

Displayed dependability by being punctual and achieves and appropriate level of attendance.

Demonstrated excellent verbal communication and interpersonal skills through working with diverse customer base.

Supervisory activities included removal of merchant authorizations and assisted with supervised calls. Performed specific staff functions such as reviewing or modifying work Procedures and proposing changes to improved work processes.

Work History

Personal Assistant/Private Home Care Stephen C. Lewis Tulsa, OK 2008 – 2020

Lead Bilingual Customer Service Representative First Data Corp Tulsa, OK 1994 - 2007

Certifications, Affiliations & Awards

Completed the following Zinger-Miller courses:

Accounting Principles Performance Expectations Cash Management Change

Gold Star Awards (measure quality and quantity of work)

Perfect attendance Awards Employee of the Month

Education/Certifications

Mendocino College, Ukiah, California

Mexico City High School, Diploma

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