Maria Conchas
Avondale
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
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.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Shellpoint Mortgage Servicing
05.2024 - Current
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
Collections Agent
Specialized Loan Servicing
01.2018 - 05.2024
- Worked with customer to create debt repayment plan based on current financial condition.
- Processed payments and applied to customer balances.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Maintained high volume of calls and met demands of busy and productive group.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
Customer Service Representative
Specialized Loan Servicing
07.2013 - 05.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
High School Diploma -
Roosevelt High School
Los Angeles, CA06-1996
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Complaint resolution
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Shellpoint Mortgage Servicing
05.2024 - Current
Collections Agent
Specialized Loan Servicing
01.2018 - 05.2024
Customer Service Representative
Specialized Loan Servicing
07.2013 - 05.2024
High School Diploma -
Roosevelt High School
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