Fernanda Serrano
Customer Service Representative
Managua,Managua
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
6
6
years of post-secondary education
Work History
Partner Success Especialist
Remitly,Nicaragua
Managua, Managua
08.2021 - 05.2022
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Exceeded goals through effective task prioritization and great work ethic.
- Actively listened to customers, handled concerns quickly and escalated major issues.
- Resolved problems, improved operations and provided exceptional service.
- Coordinated timely responses to online customer communication and researched complex issues.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Protection Associate
Remitly, Nicaragua
Managua, Managua
08.2020 - 08.2021
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Interviewed customers thoroughly, asking appropriate questions to ascertain critical details about each case.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Customer Success Associate
Remitly, Nicaragua
Managua, Managua
04.2020 - 08.2020
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Recommended products to customers, thoroughly explaining details.
- Updated account information to maintain customer records.
- Recorded account information to open new customer accounts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Agent
Inspiro Nicaragua
Managua, Managua
08.2018 - 08.2019
- Entered customer interaction details in system to track requests, document problems and record solutions offered.
- Communicated with clients regarding account services, statements, and balances.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Applied strong communication and negotiation skills regarding refunds.
- Adapted to new applications and maintained knowledge of current technologies.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
Some College (No Degree) - Public Accounting And Finance
Universidad Politecnica De Nicaragua (UPOLI)
Managua,Nicaragua 02.2019 - Current
High School Diploma -
Manuel Olivares Rodriguez
Managua,Nicaragua 01.2012 - 01.2015
Skills
Complaint resolution
Creative problem solving
Account management
Ability to Use Positive Language
Clear Communication Skills
Active listening
Ability to multitask
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Partner Success Especialist
Remitly,Nicaragua
08.2021 - 05.2022
Customer Protection Associate
Remitly, Nicaragua
08.2020 - 08.2021
Customer Success Associate
Remitly, Nicaragua
04.2020 - 08.2020
Some College (No Degree) - Public Accounting And Finance
Universidad Politecnica De Nicaragua (UPOLI)
02.2019 - Current
Customer Service Agent
Inspiro Nicaragua
08.2018 - 08.2019
High School Diploma -
Manuel Olivares Rodriguez
01.2012 - 01.2015