Brackser

*Collecting Customer Information and analyzing customer

needs.

*Attracted potential customers by answering product and

service questions, and suggesting information about

policies and other products and services.

*Maintained customer records by updating account

Information.

*Resolved product or service problems by clarifying the

customer´s complaint, determining the cause of the

problem, selecting and explaining the best solution to solve

the problem, expediting correction or adjustment, and

following up to ensure resolution

In my role as a Customer Service Representative I was responsible for handling a wide range of customer inquiries, including billing issues, service troubleshooting, plan changes, and technical support. I worked in a high-volume call center environment where meeting performance metrics like average handle time, first-call resolution, and customer satisfaction scores was critical.

I consistently met or exceeded those KPIs by focusing on clear communication, empathy, and efficient problem-solving. For example, I regularly achieved customer satisfaction scores above 90% and was often recognized for my ability to de-escalate complex issues while maintaining professionalism and a positive customer experience. My goal was always to leave the customer feeling heard, helped, and confident in their service.

*Collaborated with Business development, marketing, and

product departments on the creation of competitive

concept proposals.

*Developed new service offerings based on detailed and

documented insights of market and client needs.

*Managed and maintained a structured analysis of target

markets, clients, and documentation in the CRM system.

*Provided market intelligence and feedback.

*Built and maintained relationships with key contacts at

potential clients, consulting companies, and partners in

order to get access to new opportunities.

Home Mortgage Solutions U.S.A

Collecting Customer Information and analyzing c

*Responsible for generating new business opportunities

*Qualifying leads

*Prospecting businesses

*Engaging with potential partners

*Meeting expected quota every month

*Used a variety of methods to connect with potential

*prospects including networking, cold, calling,& and emailing.