Customer Service Associate
Resume:
CAREER OBJECTIVE
Highly organized and detail-oriented professional with extensive
experience as a billing specialist. Proven track record of consistently exceeding performance standards while ensuring accuracy and compliance. Skilled in customer service, data entry, and researching billing discrepancies.
***************@*****.**
m
Miami, Florida 33147
EXPERIENCE
Billing Specialist
JUN 2022 - APR 2023 Webhelp/Intermedia, Managua, Managua Client Service Associate
SEP 2020 - MAR 2022 Sitel/Starbucks, Managua, Managua Reservation Agent/Guest Services
MAR 2018 - MAR 2020 Real Intercontinental Hotel, Managua, Managua
• Checked monthly reports and analyzed billing data to identify trends and discrepancies.
• Regarded rates, routing and procedures.
• Collaborated closely with internal teams such as sales, finance, and operations to resolve issues promptly.
• Provided timely follow up on past due accounts using phone calls, emails or letters.
• Negotiated payment terms and contracts with clients.
• Assisted billing team with other value-added projects.
• Gathered feedback from customers on product quality and customer service satisfaction levels.
• Recommended improvements in products, services or billing methods to prevent future problems.
• Navigated multiple computer applications while interacting with client.
• Implemented processes for tracking customer feedback in order to improve service offerings.
• Provided technical support by troubleshooting system issues related to software applications. Created reports detailing customer service metrics such as response time, resolution rate and average call duration.
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Provided exceptional customer service to clients, responding promptly and accurately to inquiries, resolving problems and ensuring satisfaction.
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• Resolved billing disputes in a timely manner while adhering to company policies and procedures. EVELING ESPINOZA
R E C E P T I O N I S T / C L I E N T S E R V I C E S Client Service Associate
SEP 2017 - DEC 2017 Accedo Technologies/ Target, Managua, Managua
• Collaborated with other departments such as housekeeping or maintenance regarding room bookings.
• Leveraged systems to enter new bookings and modify existing bookings.
• Managed incoming calls from potential customers inquiring about availability and pricing of rooms.
• Maintained an organized filing system of all past reservations for future reference.
• Negotiated rates and upsold packages to increase occupancy and maximize revenues.
• Made and confirmed reservations for transportation and accommodations.
• Maintained up-to-date knowledge of the various reservation systems used by the company.
• Provided customers with travel suggestions and information sources.
• Demonstrated ability to work independently as well as collaboratively within a team environment.
• Used computer to access information on schedules, rates and routes to answer customer inquiries.
• Handled and responded to customer inquiries through online chat and email.
• Answered phones to assist customers in making, altering, or canceling reservations.
• Updated customer records with current contact information, preferences, and special requests.
• Answered inquiries regarding schedules, accommodations, procedures, or policies.
• Processed reservations booked via phone, online and other systems.
• Developed and maintained strong relationships with customers through excellent communication skills. Assisted customers with their reservations by providing accurate information and helpful advice in a timely manner.
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• Offered customers additional services to increase revenue. Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.
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Built sustainable relationships and trust with customer accounts using open and interactive communication.
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Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials.
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• Processed transactions accurately to build client confidence and trust.
• Utilized excellent organizational skills to ensure all tasks were completed efficiently and effectively. Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
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Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.
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Provided exceptional customer service to clients, responding promptly and accurately to inquiries, resolving problems and ensuring satisfaction.
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• Utilized computer systems to track orders, research issues and manage account information.
• Navigated multiple computer applications while interacting with client. Maintained accurate records of client interactions, including notes on conversations and follow-up actions taken.
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• Generated monthly reports outlining key performance metrics across departments. Demonstrated strong problem-solving skills by proactively identifying opportunities for process improvement and implementing solutions.
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EDUCATION
Bachelor Of Science (B.S.) In International Relations APR 2015 University of Science and Technology, Managua
• Relevant Coursework
English language in International Lincoln
Academy
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SKILLS
• Data Imports
• Information Updates
• Billing Dispute Resolution
• Customer Engagement
• Customer Contact
• Verify Data
• Review Documents
• Client Rapport-Building
CERTIFICATIONS
• Degree in International Relations
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