Customer Service Sales Associate

LITA M.

FERNANDES

*** * ****** ******, ********* PA 18102

862-***-**** ********@*****.***

Skills Summary

Goal focused & detail-oriented Customer Service Specialist & Sales Associate with over 15 years of expertise in resolving inquiries, meeting deadlines/quotas, selling/cross-selling/up-selling & providing an excellent customer experience. My unique combination of skills & experience has proven to not only provide an excellent customer service experience but also motivate my fellow colleagues which has boosted morale & resulted in improved colleague performance.

Education

High School Diploma / East Brunswick High School

(1997)

GPA: 3.7

Academic Honors

Associate's Degree / DeVry University

(2001)

GPA 3.5

Business Management

Experience

American Express Travel Company

Platinum Customer Care Professional (2022-2024)

• Acting as the first point of contact for exclusive Platinum cardholders with all card servicing needs included but not limited to taking payments, filing disputes, updating personal information & notating accounts appropriately.

• Working in a fast-paced call center environment, remotely.

• Navigating across several different platforms & systems.

• Taking escalated calls & de-escalating them to improve customer satisfaction.

• Maintaining above 93% average in metrics for call handling time/call efficiency, compliance, adherence to schedule & customer satisfaction surveys.

• Working with other departments to ensure cardmember support & inquiries are complete.

• Provide a first-call resolution cardholder experience.

• Promoting card membership features, benefits & new card products or upgrades.

St. Luke’s Hospital

ED Patient Access Representative (2020-2022)

• Greeting & directing patients/visitors for the entire facility, while monitoring and enforcing the visitor policy for the entity.

• Dispensing appropriate information & answering questions regarding the facility and its services.

• Primarily responsible for patient flow for the Emergency Department and after hours/weekend outpatient testing.

• Accurately recording clean & concise notes in the hospital system to track patient account activity and to communicate for downstream claim processing.

• Making the appropriate clinical staff aware of any health concerns, chief complaints & any other complaints or inquiries that require immediate attention.

The Hartford Insurance Company

Customer Service/Junior Underwriter (2019-2021)

• Serving as the first point of contact for customers wanting to discuss auto insurance policies while ensuring compliance with policy provisions within state & federal regulations.

• Working as a liaison between other departments to meet customer needs & resolve issues.

Verizon

Customer Service/Sales Associate (2007-2018)

• Responding to requests from customers for Verizon Broadband, entertainment and telecommunications products and services; including validation of bills for services, arranging installation, disconnections or any other changes.

• Operating a computer across multiple systems and applications to retrieve and/or update and establish customer service data while simultaneously servicing customers.

• Meet or exceed corporate sales objectives through identifying customer needs to proactively offer sales for Verizon affiliated products.

• Investigate and resolve customer inquiries, disputes, and/or complaints on service, billing, rates, adjustments, and policy issues.

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