Maria Sanchez

• Provided product information and support, adapting responses based on individual customer needs.
• Assisted customers with Spanish-language inquiries in a timely and professional manner.
• Identified and responded to customer requests and concerns through email, online chat, and phone.
• Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
• Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
• Responsible for providing quality customer service to various parties including students, instructors, and other

stakeholders. Interacts directly with individuals who are enrolled in NSC courses by registering their information and

processing credit card payments over the phone. Responsible for entering student and class records into the system to

ensure accurate reporting. Expertly trains new and existing colleagues to handle customer service calls, including meeting

quality and customer satisfaction standards. Designs and creates training plans, process documents, skill

assessment tests, job aids, call , and other resources to support team performance and consistency. Assists with

the review of call quality monitored phone calls and completed evaluation forms addressing issues and areas of

improvement through training and resource research.

• Assisted customers in English and Spanish, ensuring clear communication and understanding of inquiries.
• Resolved customer issues efficiently through active listening and problem-solving techniques.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
• Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
• Provided support in preparing documentation for loan closings, enhancing customer satisfaction.