Lorraine Fernandez
Philadelphia,PA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Luna Distributor LLC
09.2021 - 01.2023
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Manager, Cashier
South Deli and Grocery
01.2010 - 01.2020
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Controlled costs to keep business operating within budget and increase profits.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
Education
Associate of Arts - Health Care Studies
Community College of Philadelphia
Philadelphia, PA01-2026
Skills
- Call center experience
- Microsoft Excel
- Complaint resolution
- Customer service
- Customer satisfaction measurement
- Professional telephone demeanor
- Scheduling
- Spanish translation
- Verbal and written communication
- Sales management
- Store operations
- Outstanding communication skills
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Luna Distributor LLC
09.2021 - 01.2023
Manager, Cashier
South Deli and Grocery
01.2010 - 01.2020
Associate of Arts - Health Care Studies
Community College of Philadelphia
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