Lissett Fortuna
Santiago De Los Caballeros,25
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Retention Specialist
Lisinski Law Firm
02.2024 - Current
- Worked closely with sales team members to ensure successful onboarding of new clients.
- Provided detailed reports on customer feedback and retention metrics for management review.
- Developed strategies to improve customer experience and increase loyalty.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Utilized CRM software to track customer interactions, record feedback, and monitor progress towards goals.
- Resolved escalated issues from customers in a timely manner.
Intake Support Specialist
Lisinski Law Firm
Remote
02.2024 - Current
- Followed up with past clients regarding their status after receiving services from the agency.
- Attended conferences or workshops related to best practices in social work or human services field as needed.
- Encouraged current clients to refer friends or family members who may need similar assistance.
- Assisted in developing strategies for improving client intake processes.
- Reviewed existing policies and procedures related to client intake processes regularly.
Financial Services Representative
Quick Loans Direct
Remote
01.2024 - Current
- Identified potential areas of concern or improvement within a client's portfolio.
- Analyzed financial data to identify opportunities for increasing profitability.
- Managed multiple accounts simultaneously while ensuring compliance with all relevant laws.
- Educated customers about different types of products available from the company's portfolio.
- Offered sound financial recommendations to promote financial security, moving clients to take action.
- Utilized CRM systems to track client interactions, transactions, and progress towards financial goals.
- Led client meetings to review financial goals, performance, and adjust strategies as needed.
- Received and processed deposits, withdrawals and loan payments, keeping financial records up-to-date.
Customer Engagement Representative
Forward Financing
Remote
03.2024 - 04.2024
- Investigated and resolved accounting, service and delivery concerns.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Supported company-wide initiatives aimed at enhancing overall customer satisfaction through active participation in departmental projects and cross-functional collaboration.
Technical Support Representative
ModSquad
Remote
02.2021 - 10.2023
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Installed, configured and maintained computer systems and network connections.
- Translated complex technical issues into digestible language for non-technical users.
Technical Support Representative
Alorica
Santiago De Los Caballeros, Dominican Republic (Remote)
09.2020 - 06.2021
- Conducted editorial meetings with staff members to collaborate and review proposed publication suggestions.
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Drove accuracy of content through careful proofreading and fact-checking.
- Proactively identified areas requiring policy updates or clarifications, reducing the occurrence of inconsistencies in content moderation decisions.
Customer Service Representative
Contact Center Dominicana
Santiago De Los Caballeros, Dominican Republic
01.2016 - 08.2019
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and backed up other customer service managers.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Developed and updated databases to handle customer data.
Education
High School Diploma -
Politecnico Profesora Rafaela Perez
Santiago De Los Caballeros, Dominican Republic08.2015
Skills
- Ul>
- P>
- Microsoft Excel
- P>
- Call triaging
- P>[SalesForce] CRM system proficiency
- P>
- Calm and Professional Under Pressure
- P>
- Product and service solutions
- Cross-Functional Communication
- Customer Retention Strategies
- Upselling and Cross Selling
Languages
- English
- Spanish
Timeline
Customer Engagement Representative
Forward Financing
03.2024 - 04.2024
Retention Specialist
Lisinski Law Firm
02.2024 - Current
Intake Support Specialist
Lisinski Law Firm
02.2024 - Current
Financial Services Representative
Quick Loans Direct
01.2024 - Current
Technical Support Representative
ModSquad
02.2021 - 10.2023
Technical Support Representative
Alorica
09.2020 - 06.2021
Customer Service Representative
Contact Center Dominicana
01.2016 - 08.2019
High School Diploma -
Politecnico Profesora Rafaela Perez
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