Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
References
Timeline
Generic

Luz Maria Herrera

Queen Creek

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Also a Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues.

Overview

21
21
years of professional experience

Work History

Customer Service Representative

Turf Hub
Chandler
04.2025 - Current
  • Assisted customers with product inquiries and service requests.
  • Resolved customer complaints through effective communication and problem-solving skills.
  • Processed orders and returns accurately using company software systems.
  • Provided product recommendations based on customer needs and preferences.
  • Maintained detailed records of customer interactions for future reference.
  • Collaborated with team members to enhance service delivery and efficiency.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Developed strong customer relationships to encourage repeat business.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.

Manager

Desert View Landscaping Of AZ LLC
Queen Creek
04.2022 - 02.2025
  • Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
  • Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
  • Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
  • Implemented marketing strategies to increase brand awareness and attract new customers.
  • Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
  • Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
  • Coordinated cross-functional teams to enhance project delivery and collaboration.
  • Oversaw budget management processes to ensure resource allocation aligned with priorities.
  • Monitored staff performance and addressed issues.
  • Established communication protocols to streamline reporting and information sharing across departments.

Escalations Specialist, Compliance

Bank Of America
03.2007 - 04.2012
  • Resolved complex customer complaints by thoroughly investigating issues and implementing effective solutions.
  • Maintained compliance with company policies and regulatory requirements through careful monitoring of escalations processes.
  • Improved customer satisfaction by providing timely, empathetic responses to escalated inquiries.
  • Collaborated with cross-functional teams to address systemic issues and develop process improvements for escalation management.
  • Provided coaching and guidance to team members on handling difficult customer situations, leading to increased resolution rates.
  • Managed high-priority escalations effectively, resulting in reduced time-to-resolution and improved customer experience.

Customer Service Representative

Equity One
01.2006 - 02.2007
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Assistant Leasing Manager

Stratus Real Estate
05.2004 - 01.2006
  • Increased tenant satisfaction by addressing concerns promptly and efficiently.
  • Assisted in the leasing process for successful occupancy rates and revenue growth.
  • Conducted market research to remain competitive with local rental rates and amenities.
  • Developed marketing strategies to attract new tenants and maintain existing ones, enhancing community engagement.
  • Managed property showings to prospective tenants, resulting in increased lease signings.

Education

Certificate of Hours - Cosmetology

EVIT
Mesa, AZ
08.2004

High School Diploma -

Mesa High School
Mesa, AZ
05.2004

Skills

  • Administrative Oversight
  • Fraud Detection Techniques
  • Data Analysis
  • Human Resources
  • Regulatory Compliance
  • Labor Relations
  • Relationship Building
  • Client Service
  • Business Development
  • Conflict resolution
  • Team leadership
  • Quality assurance

Accomplishments

  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Languages

Spanish
Native/ Bilingual

References

References available upon request.

Timeline

Customer Service Representative

Turf Hub
04.2025 - Current

Manager

Desert View Landscaping Of AZ LLC
04.2022 - 02.2025

Escalations Specialist, Compliance

Bank Of America
03.2007 - 04.2012

Customer Service Representative

Equity One
01.2006 - 02.2007

Assistant Leasing Manager

Stratus Real Estate
05.2004 - 01.2006

Certificate of Hours - Cosmetology

EVIT

High School Diploma -

Mesa High School

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Luz Maria Herrera