Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Deanna Alvelo

Philadelphia

Summary

Experienced Customer Resolution Agent known for strong attention to detail and adaptability. Skilled in resolving customer issues through effective communication and follow-up, contributing to high levels of customer satisfaction and retention.

Overview

8
8
years of professional experience

Work History

Customer Resolution Agent

MRS BPO LLC
Cherry Hill
10.2017 - 06.2025
  • Assisted customers by answering inquiries and resolving issues promptly.
  • Managed customer complaints through effective communication and active listening skills.
  • Followed up with customers to ensure satisfaction after issue resolution efforts.
  • Engaged in training sessions to enhance skills in customer service techniques and tools.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Ensured compliance with company policies and procedures when dealing with customers.
  • Monitored incoming calls to ensure timely resolution of customer issues.
  • Developed strategies for resolving customer disputes quickly and effectively.
  • Updated internal systems with notes about each interaction with customers.
  • Resolved escalated cases by working directly with upper management teams.
  • Adhered to all company policies and procedures when interacting with customers.
  • Processed orders accurately and efficiently while following company procedures.
  • Assisted less experienced agents in learning how best to serve customers.
  • Answered customer inquiries and resolved customer complaints via phone, email, or chat.
  • Responded promptly to customer requests in a professional manner.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Collaborated with team members to share insights on common customer concerns.
  • Provided support to customers regarding product usage and service features.
  • Gathered relevant information from customers to diagnose technical problems.
  • Provided guidance on new products or services that may be beneficial to customers.
  • Provided accurate information regarding product features and services.
  • Supported sales team members to drive growth and development.
  • Managed team of customer service representatives to ensure high-quality support.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Promoted available products and services to customers during service, account management and order calls.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Oversaw warranty counseling process to manage expense controls.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Excelled in exceeding daily credit card application goals.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Suggested alternative solutions to customers who were dissatisfied with the initial resolution.

Education

High School Diploma -

J.W. Hallahan Catholic Girls Highschool
311 N 19th St Phila, PA 19103
06-1998

Skills

  • Customer service
  • Complaint handling
  • Customer relationship management
  • Conflict resolution

Affiliations

I have many years experience in the collections industry and mentored representatives in different departments. Spent time on contracts as far as The Department of Education, Synchrony Bank, Chase Bank, Navy Federal Credit Union, Paypal Capital, Capital One Credit,Toyota Motor Credit Corporation, One Main Financial, Exeter Finance and Transworld Systems, I have experience in customer satisfaction and company compliance. I am familiar with the laws of the FDCPA, FCRA, TCPA, GLBA, and the CFPB.

Timeline

Customer Resolution Agent

MRS BPO LLC
10.2017 - 06.2025

High School Diploma -

J.W. Hallahan Catholic Girls Highschool

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Deanna Alvelo