Marita Cabral

• Established strong rapport with customers through professional and courteous communication.
• Responded to inquiries promptly, delivering accurate and high-quality service.
• Resolved customer complaints calmly, providing solutions that improved satisfaction.
• Collaborated with team members to consistently meet and exceed service goals.
• Adapted communication style to meet the diverse needs of customers, ensuring clarity and effectiveness.
• Maintained up-to-date product knowledge to provide relevant information to customers.
• Participated in regular training sessions to enhance customer service and product expertise.
• Analyzed customer service data to identify trends and recommend process improvements.
• Acted as an escalation point for complex issues, ensuring quick resolution and customer retention

Contact Center Associate for Barclays Bank:

• Managed mortgage queries and additional borrowing requests via inbound calls.
• Assisted with account inquiries and payment updates while ensuring compliance.
• Provided guidance on borrowing options and resolved issues efficiently.
• Handled sensitive financial data confidentially and worked with teams to resolve complex cases.

Contact Center Agent:

• Handled calls and webchat for BSKYB TV, resolving technical issues and service disruptions.
• Provided troubleshooting for TV setup, signal, and device connectivity.
• Logged customer issues in CRM and ensured timely resolution, meeting performance metrics.

Team Leader:

• Promoted to Team Leader, managing and coaching a team to improve performance.
• Led team huddles and ensured adherence to service standards.
• Resolved escalations and improved team productivity.

Customer Service Associate:

• Addressed customer queries, resolving issues to ensure satisfaction.
• Handled complaints efficiently, maintaining positive customer relationships.

Cashier:

• Promoted to Cashier, processing transactions accurately and managing daily sales.
• Assisted with refunds, exchanges, and promotions.

Storekeeper:

• Managed inventory, stock levels, and coordinated deliveries.
• Conducted audits to minimize discrepancies and organized the store layout.

Subject Matter Expert (Administration):

• Managed administrative tasks, including documentation and compliance.
• Trained team members and collaborated on process improvements.