Carmen Luisa Ortiz

561-***-**** E: ady6w9@r.postjobfree.com

***** ********* ****, **** *****, Fl 33428

PROFESSIONAL SUMMARY

Personable customer service professional offering over 10 years of experience resolving account and service concerns for consumer product goods customers. Smoothly uncover and solve challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.

SKILLS

• Issue escalation

• Relationship building

• Coaching and mentoring

• Online chat and email

• MS Office proficiency

• Strategic sales knowledge

• Shipping procedures understanding

• Computer proficient

• Data entry

• POS systems expert • Complaint resolution

• Order fulfillment

• Service standard compliance

• Report preparation

• Professional telephone demeanor

• Documentation and notes

• Inventory assistance

• Troubleshooting

• Satisfaction monitoring

WORK HISTORY

CUSTOMER SERVICE EXECUTIVE 04/2014 to 04/2023

CVS Pharmacy Boca Raton, FL

• Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.

• Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems.

• Delivered exceptional training and hands-on motivation to team members to enhance service delivery approaches and boost customer satisfaction.

• Spearheaded customer satisfaction survey and analyzed results to make action plans.

• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

• Conferred with customers about concerns with products or services to resolve problems and drive sales.

• Completed special projects by using effective decision making, critical thinking and time management skills.

• Designed and implemented strategic business plans to achieve growth and sales goals while building long-lasting customer relationships.

EDUCATION

• BOCA RATON HIGH SCHOOL 2010 - 2013

• PALM BEACH STATE COLLEGE 2015 - 2019

ACCOMPLISHMENTS

• Developed exemplary research skills which helped alleviate customer issues quickly and effectively, saving relationships.

• Mentored new customer service representatives in telephone etiquette and problem-solving skills, improving their overall confidence and enabling them to begin taking calls within days of hire.

• Boosted customer call intake from an average of 50 daily calls to 100 calls by asking open-ended questions and making effective suggestions.

• Telephone Service

Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.

• Conflict Resolution

Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

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