Summary
Overview
Work History
Skills
Phone
Languages
Timeline
Generic

MERCEDES LARA

Chandler,AZ

Summary

Experienced, with a proven track record of driving high customer satisfaction and creating positive customer experiences. Proficient in using various customer service software programs. Strong knowledge of customer service best practices. Highly organized, reliable, and attentive to customer needs. Detail-oriented administrative assistant with experience in customer service, data entry, and office management. Skilled in building customer relationships and understanding their needs. Strong communication and interpersonal skills. Dedicated to providing superior customer service.

Overview

12
12
years of professional experience

Work History

Customer Service

Ed-3
07.2021 - Current
  • Provide timely feedback to the company regarding service failures or customer concerns
  • Receive and process payments accurately
  • Provide additional assistance to the entire department as needed
  • Answers questions from customers or individuals in regard to troubled accounts
  • Issues work orders on electrical equipment and power lines for testing and other work
  • Process customer orders/changes according to established department policies and procedures
  • Speaks with customers either by phone or in person concerning their ED3 account
  • Displayed exceptional customer service and communication skills.
  • Greeted customers warmly to provide exceptional customer service.
  • Answered client queries and complaints to provide strong customer service.
  • Maintained detailed records of client conversations and customer service.

Tech Support

Dish
07.2019 - 06.2021
  • Programming
  • Troubleshooting
  • Suggesting ways for existing customers to get the most value and enjoyment from their DISH experience
  • Communicate the value of products and share ways for customers to get the most from DISH
  • Provided technical support to 80 clients daily.
  • Completed basic technical support functions and product training for customers.
  • Provided expert customer service and technical support to clients.

Customer Service Consultant

CVS Caremark
05.2017 - 05.2019
  • Provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
  • Check to ensure that appropriate changes were made to resolve customers’ problems
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Refer unresolved customer grievances to designated departments for further investigation
  • Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
  • Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
  • Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
  • Responded to customer requests for products, services, and company information.
  • Identified and resolved discrepancies and errors in customer accounts.

VIP Consultant

Isagenix International
03.2013 - 04.2017
  • Making Decisions and Solving Problems
  • Analyzing Data or Information
  • Developing Objectives and Strategies
  • Evaluating Information to Determine Compliance with Standards
  • Organizing, Planning, and Prioritizing Work
  • Thinking Creatively
  • Updating and Using Relevant Knowledge
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
  • Collected, arranged, and input information into database system.

Skills

  • Blackboard
  • Email software
  • JavaScript
  • Microsoft Excel
  • Microsoft Office
  • Microsoft PowerPoint
  • Microsoft Publisher
  • Microsoft SharePoint
  • Microsoft Word
  • Office Management
  • Staff Development & Training
  • Accounting Inquiries
  • Report & Document Preparation
  • Spreadsheet & Database Creation
  • Bookkeeping & Payroll
  • Records Management
  • Customer service and engagement
  • Customer service advocacy
  • Customer service and retention

Phone

cell, 520-634-6777

Languages

Spanish
Native or Bilingual

Timeline

Customer Service

Ed-3
07.2021 - Current

Tech Support

Dish
07.2019 - 06.2021

Customer Service Consultant

CVS Caremark
05.2017 - 05.2019

VIP Consultant

Isagenix International
03.2013 - 04.2017

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MERCEDES LARA