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
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
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