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
Bethlehem, PA
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
Allentown, PA
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
White Plains, NY
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, PA06-1975
Associate of Arts - Liberal Arts
Northampton Community College
05-1977
Associate of Applied Science - Network Administration
McCann School of Business & Technology
PA05-2012
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