Maria Dalton

I am a dedicated and experienced customer service professional with a proven ability to deliver exceptional support and build strong customer relationships. Known for excellent communication, problem-solving skills, and a proactive approach, I am committed to enhancing customer satisfaction and operational efficiency. Adaptable and professional, I thrive in dynamic environments and am passionate about providing top-tier service.

Senior Customer Service Specialist - Walmart - Remote

(2022-02)

• Led and supervised the customer service team to ensure high-quality support and efficient service delivery.
• Provided coaching, training, and performance feedback to team members to foster professional development.
• Monitored and evaluated team performance metrics, such as customer satisfaction scores and resolution times, implementing improvements as needed.
• Handled escalated customer issues, resolving complex problems promptly and professionally.
• Developed and implemented customer service policies and procedures to enhance service quality.
• Collaborated with other departments to ensure seamless communication and coordination.
• Maintained a thorough understanding of products, services, and company policies to support team knowledge.

Intake Specialist - Morgan & Morgan - Miami, FL

(2018-08 - 2021-12)

• Greeted and assisted incoming clients via phone, in person, or online.
• Gathered and verified client information, including personal details and eligibility criteria.
• Conducted preliminary assessments to determine client needs and program eligibility.
• Explained services and program requirements to clients.
• Accurately completed intake forms and data entry, and maintained detailed records.
• Ensured all documentation complied with organizational policies and confidentiality standards.
• Scheduled appointments, follow-ups, and referrals as needed.
• Coordinated with internal departments and external agencies to facilitate client services.
• Provided empathetic support and information to clients throughout the intake process.
• Responded to client inquiries and troubleshooted issues as they arose.

Customer Service Specialist - Asurion - Miami, FL

(2012-12 - 2018-07)

• Provide exceptional customer support in both English and [second language] via phone, chat, and email.
• Assist customers with troubleshooting and resolving device issues and warranty claims.
• Educate customers about product features, warranty policies, and service options.
• Accurately document interactions and resolutions in the company CRM system.
• Escalate complex issues to the appropriate teams when necessary.
• Ensure compliance with company policies, procedures, and confidentiality standards.
• Strive to meet and exceed performance metrics related to customer satisfaction and resolution times.
• Collaborate with team members to improve the overall customer experience.
• Stay informed about product updates and company policies to provide accurate assistance.
• Promote customer loyalty through professional and empathetic communication.

Customer Service Account Specialist - TeleTech - Miami, FL

(2010-01 - 2012-12)

• Assisted customers with inquiries related to the Best Buy Reward Zone program via phone and chat.
• Helped customers understand their reward account details, point balances, and redemption options.
• Resolved issues related to reward points, account access, and reward redemption in a professional manner.
• Provided information about program updates, promotions, and policies.
• Accurately recorded and documented customer interactions and account information in the CRM system.
• Escalated complex or unresolved issues to appropriate internal teams as needed.
• Maintained knowledge of Best Buy policies, Reward Zone Program details, and company offerings.
• Ensured a positive customer experience through friendly, professional, and empathetic communication.
• Followed company procedures to ensure confidentiality and security of customer information.
• Contributed to team efforts to improve service quality and customer satisfaction.