JEAN M FRASQUERI RESTO
Bayamón
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Sales & Customer Service Representative
Liberty PR (Previously AT&T)
11.2020 - 05.2024
- Handle inbound/outbound calls from customers in USA & PR, in English and Spanish, to assist explaining billing charges including service, equipment and tax charges
- Also assist clients with providing tax forms, tier 1 tech support, coordinate payment plans and promises for qualified customers
- Assist customers with payments with credit cards, checking & savings accounts and update payment information in auto debit accounts
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service & Sales Representative
AT&T PR
04.2016 - 10.2020
- Handle inbound/outbound calls from customers in USA & PR, in English and Spanish, to assist explaining billing charges including service, equipment and tax charges
- Also assist clients with providing tax forms, tier 1 tech support, coordinate payment plans and promises for qualified customers
- Assist customers with payments with credit cards, checking & savings accounts and update payment information in auto debit accounts and handle sales from new & existing customers to achieve established monthly sales goals.
Mi60 (Assistance Manager)
AT&T PR
01.2018 - 07.2018
- Assist customer service employees in performance of their job duties such as responding to customer inquiries and resolving issues or complaints, also assist in achieving sales goals.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Accomplished multiple tasks within established timeframes.
Collection Coordinator
Claro PR (through Agency CTS)
08.2011 - 03.2016
- Assist clients to complete payments with checking, savings accounts or credit cards
- Coordinate payment plans and promises for qualified customers to better accomplish the collection process preventing monetary loss for the company
- Make sure every account collection system is programmed correctly according to the company's policies regarding payments received by customers.
- Handle approximately over 80 incoming calls per day from customers.
Education
Associate Degree Automotive Technology -
Liceo De Arte Y Tecnología
San Juan02.2011
High School Diploma -
Dr. Agustin Stahl High School
Bayamón05.2009
Skills
- Experienced in using Microsoft Word, Excel, PowerPoint, Internet Explorer, and Amdocs
- Fluent oral and written communication skills in Spanish and English Excellent communicator, can work well under pressure, relationship building, leadership skills, team player
- Customer Service
- Problem-solving abilities
- Problem Resolution
- Complaint resolution
Timeline
Sales & Customer Service Representative
Liberty PR (Previously AT&T)
11.2020 - 05.2024
Mi60 (Assistance Manager)
AT&T PR
01.2018 - 07.2018
Customer Service & Sales Representative
AT&T PR
04.2016 - 10.2020
Collection Coordinator
Claro PR (through Agency CTS)
08.2011 - 03.2016
Associate Degree Automotive Technology -
Liceo De Arte Y Tecnología
High School Diploma -
Dr. Agustin Stahl High School
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