Summary
Overview
Work History
Education
Skills
Timeline
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Wendy Perez

Customer Service Representaive
Nottingham

Summary

Dynamic customer service professional with a proven track record at The Office Gurus, excelling in problem-solving and active listening. Enhanced customer satisfaction through empathetic communication and effective issue resolution, achieving a significant reduction in escalations. Skilled in product knowledge, consistently delivering timely and accurate support to foster loyalty and repeat business.

Overview

11
11
years of professional experience
2
2
Languages

Work History

Customer Service Representative

The Office Gurus
04.2025 - 08.2025
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.

Chat Support Representative

Alorica
03.2023 - 06.2024
  • Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
  • Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
  • Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
  • Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.

Appointment Scheduler

CCD (Contact Center Dominicana)
01.2021 - 04.2022
  • Enhanced customer satisfaction with timely and accurate appointment confirmations and reminders.
  • Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments.
  • Maintained a comprehensive understanding of company policies and procedures in order to effectively communicate them to clients during the scheduling process.
  • Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.

Food Service Worker

Dunkin' Donuts
07.2014 - 03.2016
  • Maintained safety standards by properly handling food and adhering to sanitation guidelines.
  • Maintained clean, trash-free workspaces to maximize productivity and safety.
  • Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.

Education

No Degree - Medical Assistant

Bunker Hill Community College
Boston MA
05.2001 -

High School Diploma -

Dedham High School
Dedham MA
05.2001 -

Skills

Customer service

Problem-solving

Active listening

Product knowledge

Timeline

Customer Service Representative

The Office Gurus
04.2025 - 08.2025

Chat Support Representative

Alorica
03.2023 - 06.2024

Appointment Scheduler

CCD (Contact Center Dominicana)
01.2021 - 04.2022

Food Service Worker

Dunkin' Donuts
07.2014 - 03.2016

No Degree - Medical Assistant

Bunker Hill Community College
05.2001 -

High School Diploma -

Dedham High School
05.2001 -

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Wendy PerezCustomer Service Representaive