Maite Belneau
Horsham
Summary
Dedicated senior professional with 10 years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent resolution to offer prompt and streamlined service. Eager to continue my career and provide exceptional customer service.
Overview
16
16
years of professional experience
2007
2007
years of post-secondary education
Work History
Senior Customer Service Representative
Stuart Weitzman
New York
10.2017 - 02.2026
- Responded to customer inquiries via needle chat, emails via phone and emails using zendesk
- Responding to customer reviews via Medallia
- Completing weekly customer service agent chat sales and productivity report for management
- Initiating investigations for lost packages via UPS and Fed Ex
- Processing order refunds for returns, lost packages and price adjustments on IBM oms
- Serving as liaison for customers and repair team to complete repairs
- Collaborated with other departments such as Sales, Marketing, and Technical Support.
- Serving as team lead during shifts to answer any team questions
- Resolving escalations From team members to address difficult issues/ orders in a time manner
- Assisting Spanish speaking clients via email/chat/phone
- Working with boutiques to locate inventory or order status for clients
- Assisted customers with product inquiries and order placements.
- Coordinated with team members to ensure timely order fulfillment and delivery.
- Trained new staff on customer service protocols and company policies.
- Maintained knowledge of current product lines and promotional offers.
- Handled returns and exchanges according to company guidelines and processes.
- Documented customer interactions in the CRM system for future reference.
- Collaborated with management to improve customer service processes and workflows.
Brand Ambassador
Asm USA
New York
11.2013 - 05.2016
- Engaged customers by promoting product benefits and brand values. For brands Chloe, Audemars Piget and Ferragamo.
- Addressing customer inquiries via phone,chat and email in a professional timely manner
- Working with parent company to assist clients with order status
- Initiating repairs for clients and updating them with status. Following up to be sure they are happy with their repairs
- Assisting clients with authentication of their items.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Customer Service Representative
New York Dress
New York
08.2010 - 09.2012
- Assisted customers globally with product inquiries and order placements. Via phone, live chat and email
- Resolved customer complaints through effective communication and problem-solving via phone, live chat and email
- Processed returns and exchanges following company policies and procedures.
- Assisted client with fit recommendations of our dresses
- Working with various designers regarding stock availability, special order and back order items
- Assisting clients with initiating returns and exchanges
- Trained new staff on customer service best practices and company standards.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Bachelor of Science - Human Resources Management
Southern New Hampshire University
Hooksett, NH 05.2026 - 03.2026
Associate of Arts - Liberal Arts
CUNY Borough Manhattan Community College
New York, NY 03.2013 - 03.2015
University Heights Highschool
The Bronx, NYSkills
- Customer service
- Employee training
- Team collaboration
- Communication skills
- Maintaining calm and friendly demeanor during stressful situations
- Working with Needle, zendesk, Cashstar, Medallia, IBM OMS, UPS and Fed Ex
- Fluent in Spanish
- Data analysis
Languages
Spanish
Native/ Bilingual
French
Limited
References
References available upon request.
Timeline
Bachelor of Science - Human Resources Management
Southern New Hampshire University
05.2026 - 03.2026
Senior Customer Service Representative
Stuart Weitzman
10.2017 - 02.2026
Brand Ambassador
Asm USA
11.2013 - 05.2016
Associate of Arts - Liberal Arts
CUNY Borough Manhattan Community College
03.2013 - 03.2015
Customer Service Representative
New York Dress
08.2010 - 09.2012
University Heights Highschool