Client-Focused Sales & Service Professional

BECKY NIEVES

Orlando, FL ***** *************@*****.*** 407-***-****

PROFESSIONAL SUMMARY

Customer-focused professional with 5+ years of experience in high-volume service and client-facing roles, with a strong foundation in sales, upselling, and relationship management. Proven ability to assess customer needs, recommend tailored products or services, overcome objections, and drive revenue while maintaining compliance and service excellence. Recognized for strong communication, adaptability, and results-driven performance.

CORE SKILLS

Sales & Customer Support • Upselling & Cross-Selling • Needs Assessment • Consultative Selling • Objection Handling • Relationship Building • Account Retention • Regulatory Compliance • Conflict Resolution • CRM Documentation • Time Management • Microsoft Office WORK EXPERIENCE

Customer Service Representative — CardWorks Servicing, Orlando, FL (Sept 2020 – Present)

• Manage high-volume inbound and outbound calls while identifying opportunities to retain accounts and promote appropriate financial solutions.

• Apply consultative selling techniques to uncover customer needs and recommend payment plans, hardship programs, or account options aligned with customer goals.

• Educate customers on account features, benefits, and long-term value, supporting retention and revenue objectives.

• Overcome objections and de-escalate concerns through persuasive communication and solution-based selling.

• Consistently meet or exceed quality, productivity, and customer satisfaction metrics while maintaining strict regulatory compliance.

• Accurately document interactions in CRM systems and collaborate with internal teams to support account resolution and retention.

Dog Handler — Paws Abound, Winter Park, FL (Mar 2018 – Sept 2020)

• Built strong client relationships by understanding pet and owner needs and recommending appropriate training, boarding, and care services.

• Actively promoted service packages and add-on offerings, contributing to increased repeat business and referrals.

• Educated clients on service benefits, safety standards, and long-term care value to support informed purchasing decisions.

• Delivered consistent, high-quality service that strengthened customer loyalty and word-of-mouth sales.

• Maintained accurate service records and ensured positive end-to-end customer experiences. Server / Hostess — Five & Diner, Orlando, FL (Jun 2017 – Mar 2018)

• Drove daily sales through suggestive selling, upselling menu items, add-ons, beverages, and promotions.

• Assessed guest preferences to provide personalized recommendations that increased check averages.

• Consistently met or exceeded individual and team sales targets in a fast-paced, high-volume environment.

• Delivered exceptional customer service that encouraged repeat visits and positive reviews.

• Accurately handled payments, balanced cash, and supported opening and closing procedures. EDUCATION

Associate Coursework, Veterinary Science — Valencia College (2018) High School Diploma — Timber Creek High School (2016) CERTIFICATIONS

CPR Certified

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