Customer Experience Service Representative
Resume:
Maritza Malone
Customer Experience Specialist
************@*****.*** • 339-***-****
Plymouth, MA
Results-driven professional with extensive experience enhancing overall customer experience by delivering exceptional service, resolving customer issues, and ensuring high level of satisfaction. Track record of gathering and analyzing customer feedback to identify trends, areas for improvement, and opportunities to enhance customer experience. Expert in engaging with customers via channels to address inquiries, provide product and service information, and resolve issues. Skilled in monitoring key performance metrics such as customer satisfaction scores, response times, and resolution rates. Areas of Expertise
Customer Interaction
Service Improvement
Customer Education
Feedback Management
Conflict Resolution
Report Generation
Cultural Sensitivity
Relations Building
Active Listening
Professional Experience
Customer Service Representative, Rockland Trust, Plymouth, MA 2021 Handled inbound calls for Rockland Trust customers, delivering account-related information and support for online banking services. Facilitated communication for Spanish-speaking customers, addressing inquiries from both Rockland Trust and EBSB clients. Provided bilingual support for Spanish-language messaging and email communications.
● Enhanced accessibility for Spanish-speaking users by contributing to the seamless integration of Spanish language support into IVR upgrade.
● Supported the integration of Spanish language during the IVR system upgrade. Customer Service Representative, Hire Partnership, Plymouth, MA 2020 – 2021 Resolved customer inquiries regarding account-related information and online banking through handling inbound calls for Rockland Trust customers.
Senior Market Research Associate, Verbatim Advisory Group, Waltham, MA 2019 Engaged executives in Spanish-speaking countries through targeted outreach calls.
● Revealed trends in the marketplace by conducting interviews with senior and mid-level executives. Bi-lingual Benefits Counselor (Spanish - English), Mercer, Norwood, MA 2014 – 2018 Streamlined onboarding process for Kindred employees, facilitating access to benefits. Rendered specialized support to Chubb Insurance and Kindred Healthcare, enhancing client satisfaction and operational efficiency.
● Achieved licensure in Health and Life Insurance across all 50 states while ensuring coverage and compliance.
● Determined and resolved PTO inquiries for employees in timely manner. Customer Service Representative, Partylite, Plymouth, MA 2008 – 2012 Evaluated and addressed field consultants' needs. Carried out reviews of website operations to ensure optimal performance.
● Enhanced field consultant performance via comprehensive training programs. Additional Experience
Insurance Tracking Representative, James L Miniter Ins Agency Inc., Rockland, MA, 2020 Mortgage Specialist, Platinum Mortgage Group, Plymouth, MA, 2008 Sales Representative/Lead Generator, Sears, Hanover, MA/Kingston, MA, 2007 – 2008 Languages
Spanish English
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