Customer Service High School
Resume:
EDUCATION
SKILLS
Danny Salazar 561-***-****
************@*****.***
Lake Worth Beach, FL 33461
Palm Beach State College
Concentration in General Business
Administration
Atlan c High School-
Delray Beach, FL
1996-2000
Microsft Office 365 (and earlier generations)
Word
Excel
Outlook
PowerPoint
NetSuite ERP
Vector Workflow
Customer Service
Communication Skills
Leadership Skills
Time Management
Problem Solving/ De-escalation Training
Attention to Detail
Fluent in English and Spanish
Open to training any new so ware
ABOUT ME
Highly competent and proficient customer service
supervisor with extensive experience managing
customer relations and finding resolutions for customer issues and escalations.
With 10+ years of experience working customer service in different industries I have developed my abilities to understand consumer concerns and have been
commended on my ability to manage expectations and reaching mutually agreed to resolutions and maintaining customer satisfaction as well as ensuring customer retention.
Dedicated employee that believes in going above and beyond to the benefit of both my customers and my
company. Highly motivated and capable multi- tasker that has proven to be dependable and devoted.
Excellent interpersonal and team-building skills. Proven to demonstrate effective communication with
individuals on all levels and exhibits a high aptitude for learning new skills or absorbing new training.
EXPERIENCE
PHH Mortgage, 12/2/2024- Present
Customer Resolutions
Responsibilities include: Managing inbound customer calls related to delinquent mortgage payments and
investigate possible solutions in order to reconcile accounts. Verify and analyze necessary documents for customers regarding their mortgage assistance,
foreclosure status, payoff/reinstatement quotes, and escrow analysis. Initiate case investigations. Secure payments on overdue accounts. Perform financial
interviews with customers in order to best determine most appropriate loss mitigation plan for their situation. Guide customers through mortgage assistance
application process.
SunPass, 2020- 11/2024
Escalations Customer Supervisor II
Responsibilities included: Supervise team of 50-60 CSRs on the call floor. Served as point of contact for customer REFERENCES
EXPERIENCE- cont’d
Danny Salazar 561-***-****
************@*****.***
2924 Via Palma
Lake Worth Beach, FL 33461
Thomas Preston (Manager- SunPass)
John Dominguez (Supervisor- SunPass)
Arianna Vazquez (Sales Supervisor-
ACG)
escalations/supervisor requests by taking calls, listening to customer concerns, and responding in most effective way to resolve customer problem while maintaining customer satisfaction. Provided training for CSRs. Offered support for all CSRs answering questions and providing guidance on how to improve QAs and KPIs. Maintained a personal QA service score of over 85%+ by offering knowledge on their issues and paths to correct those issues (payment problems, account
inconsistences, account renewals, etc). Documented customer interactions, concerns, and final resolutions. Monitored CSR work performance and provided recommendations on
improvement points.
The Lawn Choppers, LLC, 2017-2020
Supervisor/ Driver
Responsibilities included: Ensuring property outdoor space is properly designed and cared for. Often trimming, mowing, or pruning greenery; removing weeds and nourishing plants by mulching, aerating, fertilizing, and watering. Worked closely with customer to plan and implement property design improvements offering various options to achieve maximum aesthetic appeal within target budgets. Performed monthly driver evaluations to help determine salaries and raises. Recommended and implemented measures to improve worker motivation, equipment performance, work methods, and customer services. Managed crew of 5-6 workers.
Advanced Communications Group (ACG), 2010-2015
Sales Representative
Responsibilities included: Selling AT&T products to existing customers on behalf of AT&T, for example: phone lines, internet service, new mobile phones, WiFi, etc. Assisted new members with membership renewals and upgraded high-end membership products to existing members. Provided customers with clear understanding of charges, billing, billing cycles, and customer equipment. Maintained up-to-date knowledge about products and promotions. Conducted needs assessments and reviewed account information to identify customer needs. Kept records of sales- related activities in Excel. Entered, updated, and maintained daily activity and prospect information. Resolved customer issues quickly to recapture the customer's loyalty and maintain the sale.
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