Customer Service Representative

Angelica Gutierrez

815-***-**** • *****.*************@*****.*** • Bolingbrook, IL 60440 • WWW: Bold Profile Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations. Known for effectively leading teams to enhance productivity, efficiency, and overall customer satisfaction.

Summary

Skills • Customer service

• Team leadership

• Performance monitoring

• Conflict resolution

• Process improvement

• Customer relationship management

• Training and development

• Problem solving

02/2020 - 02/2025

Customer Service Lead, DRF Trusted Property Solutions, Plainfield, IL 12/2018 - 11/2019

Customer Service Representative, First Advantage, Bolingbrook, IL Experience

Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.

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• Monitored team performance against set targets and KPIs. Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.

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• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

• Implemented company processes to effectively resolve customer service issues.

• Reviewed, updated, and uploaded processes for the team.

• Completed weekly 1-on-1s with assigned representatives. Listen to representatives' calls for teaching opportunities and/or acknowledge the excellence of the call.

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• Reviewed all needed components of the applicant's background, which was completed. Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

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Resolved complex problems by working with other departments to provide solutions that meet customer needs.

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Answered customer inquiries and provided accurate information regarding products and services.

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• Contacted applicants for required actions.

Updated system with order specifics and customer details, preferences, and billing information.

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Developed strong relationships with customers by providing personalized assistance and support.

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06/2012 - 12/2018

Customer Service Representative, Capital One, Rolling Meadows, IL 01/2018 - 11/2018

Fraud Prevention Representative, Chase Bank, Elgin, IL Updated system with order specifics and customer details, preferences, and billing information.

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• Provided excellent customer service to resolve customer complaints in a timely manner. Answered customer inquiries and provided accurate information regarding products and services.

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Developed strong relationships with customers by providing personalized assistance and support.

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Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

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Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

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• Conducted regular follow-up calls with customers after resolving their issues.

• Answered customer inquiries via phone, email, and chat.

• Reviewed customer accounts for suspicious activity and identified fraudulent transactions.

• Monitored account activities for irregularities and unauthorized access. Provided guidance on how best to protect customers from becoming victims of fraud or identity theft.

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Communicated with customers and company personnel, utilizing active listening, and interpersonal skills.

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• Responded quickly to customer inquiries regarding suspected fraud incidents.

• Documented investigative findings in customer accounts. Assisted with training staff on best practices for spotting fraudulent behavior and responding appropriately.

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• Participated in group discussions with team members to develop new ways to combat fraud. 05/2003

High School Diploma

Plainfield Central High School, Plainfield, IL

Some College (No Degree)

Joliet Junior College, Joliet, IL

Education And

Training

References References available upon request.

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