Keren Duarte

480-***-**** adyxa5@r.postjobfree.com

SKILLS

• Strong communication, both written and verbal

• Exceptional interpersonal and rapport building skills

• Comfortable working in fast-paced environments

• Troubleshooting skills, basic/advanced, depending on role

• A patient and empathetic attitude

• Spanish fluency both verbal and written

• Computer Literacy / Tech savvy

• Experienced in remote work

WORK EXPERIENCE

Customer Service Rep - Mortgage Support 03/2023 - 07/2023 Flagstar Bank - Remote, AZ

• Take customer calls and provide accurate answers to their queries and concerns

• Guide callers through troubleshooting, navigating websites or using the services

• De-escalate situations with dissatisfied customers, offering assistance and support

• Log accurate and detailed records of each customer interaction (calls, chat, emails)

• Review customer accounts, providing updates and information about current status

• Process payments for active loan mortgages / advise on payment status Product Support Specialist / Permissions Coordinator 06/2022 - 11/2022 Donnelley Financial Solutions - Remote, AZ

• Provide daily support to internal and external clients via telephone, email, and chat

• Log customer interactions, resolve routine issues, and follow-up with callers

• Manage call queues and resolve cases in a timely fashion

• Accurately prioritize issues based on severity, urgency and impact to the business

• Complete case audits to ensure that the proper steps were taken to resolve issues

• Successfully participated in training team members on new processes Broker Services Support Representative 09/2020 - 10/2021 Bright Health – Tempe, AZ

• Contracting, training and supervising Certification of external agents in the field

• Provided phone and email support to the brokerage community to increase sales

• Develop and build relationships with assigned brokers in various marketplaces

• Educate and update Brokers through the sales process and policy management

• Supported brokers with system issues and company's website/portal issues Customer Service Representative 02/2020 – 09/2020

Fiserv Inc – Tempe, AZ

• Answered inbound calls from banking and merchant customers

• Assisted with researching and resolving financial related issues

• Resolved issues promptly by active listening and expressing empathy to clients

• Aided banking customer inquiries regarding online bill pay service

• Worked directly with billers and payees to confirm payment receipt and investigate issues Quality Assurance Analyst

Ring Inc – Tempe, AZ 03/2019 – 12/2019

• Listen and review recorded calls and provided feedback

• Used a call-flow sheet to ensure that call center agents properly assisted customers

• Monitor and evaluate randomly selected calls to assess agent's service level standards

• Provided tips to agents on ways to improve work performance

• Consistently updated supervisors with feedback on performance concerns Tech Support Agent 07/2018 – 03/2019

Ring Inc – Glendale, AZ

• Provide support and problem resolution for customers

• Respond to customer requests for technical solutions and product knowledge

• Engaged in real-time troubleshooting with customers to resolve technical issues

• Built customer loyalty by placing follow-up calls to completely resolve issues

• Maintained composure and patience in face of difficult customer situations

• Log customer interactions in company database for record keeping Sales Lead 02/2017 – 05/2018

USS Midway Jet Shop –San Diego, CA

• Promoted from sales associate to sales lead within 2 months

• Responsible for all opening, closing, and banking functions

• Prioritized and delegated tasks to store associates based upon store goals

• Organized merchandise on sales floor with visual concepts according to available stock

• Trained sales associates on existing and newly implemented policies and promotions

• Managed floor inventory to visually present a fully stocked store Cashier / Alterations Assistant 08/2015 – 08/2016

Finishing Touch by Nauder - Tolleson, AZ

• Balanced cash drawer at the end of the shift and operated a cash register

• Worked well with irate customers

• Assisted customers by measuring their clothing for alterations

• Processed a high volume of transactions in cash and credit card sales

• Answered incoming telephone calls with professional responses

• Increased purchase totals by recommending additional items Sales Associate 04/2013 - 01/2015

The Limited - Overland Park, KS

• Answered customers questions about products, prices, availability, and credit terms

• Consulted with clients after sales to resolve problems and to provide ongoing support

• Contacted regular and prospective customers to demonstrate products

• Estimated and quoted prices, credit and contract terms, warranties, and delivery dates

• Recommended products to customers, based on customers’ needs and interests

• Assisted in training of new sales employees

• Created attractive displays to promote new products Computer Operator II 05/2007 - 09/2012

BlueCross &BlueShield of AZ - Phoenix, AZ

• Answered user inquiries regarding computer software or hardware operations

• Monitored system functions to verify correct operations and detect errors

• Oversaw the daily performance of computer systems

• Performed minor repairs to hardware, software, or peripheral equipment

• Set up and ensured proper installation of cables, operating systems, and software

• Maintained and managed the back-up servers and tapes

• Performed preventive maintenance tasks

• Developed and documented procedures to resolve user problems EDUCATION

Associate of Occupational Studies, Computer Technology & Networking College America, Phoenix, AZ, 2007

Contact this candidate