Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Luz Berrios

Allentown

Summary

Dynamic Customer Service Representative with a proven track record at Iqor, adept at resolving conflicts and enhancing customer loyalty through active listening and critical thinking. Skilled in data entry and maintaining confidentiality, I excel in high-pressure environments, consistently achieving high first-call resolution rates while ensuring compliance with industry standards.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Iqor
05.2015 - 11.2016
  • 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.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Customer Service Representative

SYKES
02.2014 - 05.2015
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.

Secretary to the General Manager

Westchester County Department of Social Services
06.1999 - 12.2001
  • Supported the General Manager in decision-making by providing accurate data, research, and reports.
  • Maintained a well-organized filing system for easy document retrieval and improved office workflow.
  • Handled confidential information with discretion, protecting sensitive company data from unauthorized access.
  • Drafted professional documents such as memos, letters, and reports on behalf of the General Manager with keen attention to detail.
  • Contributed to effective team management by maintaining open lines of communication with staff members across departments.
  • Collaborated effectively with other department secretaries to share best practices regarding administrative support strategies.
  • Reviewed incoming correspondence for the General Manager''s attention, prioritizing urgent matters for swift resolution.

Education

High School Diploma -

Liberty High School
Bethlehem, PA
06-1975

Associate of Arts - Liberal Arts

Northampton Community College
05-1977

Associate of Applied Science - Network Administration

McCann School of Business & Technology
PA
05-2012

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Computer proficiency
  • Clerical support

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.

Certification

Certified Peer Specialist

Served as a Student Ambassador and Peer Tutor

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Representative

Iqor
05.2015 - 11.2016

Customer Service Representative

SYKES
02.2014 - 05.2015

Secretary to the General Manager

Westchester County Department of Social Services
06.1999 - 12.2001

High School Diploma -

Liberty High School

Associate of Arts - Liberal Arts

Northampton Community College

Associate of Applied Science - Network Administration

McCann School of Business & Technology

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Luz Berrios