Julie Fonseca
Commerce City
Summary
Dynamic Lead Customer Service Representative at Firstbank Of Colorado, adept at resolving complex customer inquiries and enhancing satisfaction through exceptional communication and problem-solving skills. Proven expertise in technical support and account management, consistently achieving performance benchmarks while maintaining professionalism and fostering strong customer relationships.
Overview
24
24
years of professional experience
Work History
Lead Customer Service Representative
Firstbank Of Colorado
Lakewood
02.2001 - Current
- Answered customer inquiries and addressed customer complaints in a timely manner.
- Assisted customers with product selection, order placement, billing inquiries, and technical support issues.
- Demonstrated excellent communication skills while handling incoming calls from customers.
- Educated customers on products features, benefits, pricing plans, terms and conditions, warranties.
- Verified accuracy of customer accounts prior to making changes or updates.
- Consistently maintained high levels of professionalism when interacting with customers over the phone.
- Provided guidance and assistance on how to use products effectively.
- Adhered to all company policies regarding customer service standards and procedures.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Maintained strong call control and quickly worked through scripts to address problems.
Education
High School Diploma -
Horizon High School
Brighton, CO05-1992
Skills
- Customer service
- Order processing
- Technical support
- Account management
- Data entry
- Customer relationship management
- Product knowledge
- Conflict resolution
- Problem solving
- Call center experience
- Complaint resolution
References
References available upon request.
Timeline
Lead Customer Service Representative
Firstbank Of Colorado
02.2001 - Current
High School Diploma -
Horizon High School
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