Center Associate Customer Service

Guadalupe Serrano

***** **** **** **. *******, TX 77084 832-***-**** *******.******@*****.*** CUSTOMER SERVICE REPRESENTATIVE

Customer service representative with 20 years’ experience in diversified customer support roles with a proven track record of exceptional customer service, satisfaction, and problem resolution. CORE COMPETENCIES

Customer Service Oriented • Analytical Thinking & Problem Resolution • Results-Driven Emotional Intelligence • Communication Skills • Customer Retention Management (CRM) PROFESSIONAL EXPERIENCE

Shellpoint Mortgage Services, Houston, TX

Customer Service Representative March 2019 - Present

● Call center environment – process a high volume of incoming customer calls and inquiries.

● Quickly build rapport over the phone with the ability to diffuse stressful situations. Accountable for call quality and timely call resolution.

● Perform in a fast-paced, high-pressure environment while maintaining a calm demeanor.

● Navigate through multiple computer systems to input and retrieve account information.

● Process homeowners’ mortgage payments, research and explain payment and escrow history.

● Liaisons with all departments for effective handover and ensure customer’s needs are met.

● Adherence to company policy and industry regulations, ensure confidentiality, and follow proper documentation procedures. Meet daily, weekly and monthly production objectives. SAM’s Wholesale Club, Houston, TX

Customer Service Center Associate Dec 2014 – March 2019

● Provide Customer Service initiatives for members F2F

● Provide Customer Service for high volume CS calls

● Provide various levels of sales/cashier/member services

● Provide Managerial assistance in scheduling appointments for tire service center R & G Market, Norwalk, CA

Customer Service Associate/Clerk Dec 2012 – March 2013

● Facilitate Customer Service Center daily activity

● Provided sales/service for money order purchases, bill payments

● Provided cashier services and training

IHHS – State of California, Cudahy, CA

Health Care provider Feb 2001 - Sept 2011

● Provide in home health care services for elderly bed-ridden patients EDUCATION

Medical Assistant, United Education Institute, Huntington Park, CA, 2006

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