Milagros mercado
Jacksonville
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.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Concentrix
05.2022 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in the brand.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Documented and detailed calls and complaints using call center's CRM database.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
Independent Contractor
Self-employeed
11.2015 - Current
- Managed project timelines and deliverables to ensure client satisfaction and timely completion.
- Negotiated contracts with clients, ensuring clear communication of project scope and expectations for both parties.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Trained new contractors on best practices, promoting knowledge sharing and skill development within the team.
Education
Associate of Applied Science - Medical Administration
Monroe College
Bronx, NY09-2006
Skills
- Client support
- Effective listening
- Analytical reasoning
- De-escalation techniques
- Accurate data entry
- Customer service experience
- Proficient in Microsoft Office Suite
- Troubleshooting and technical guidance
- Experience with CRM platforms
Timeline
Customer Service Representative
Concentrix
05.2022 - Current
Independent Contractor
Self-employeed
11.2015 - Current
Associate of Applied Science - Medical Administration
Monroe College
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