Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
High customer service standards
Service solutions expert
Conflict resolution proficiency
Strong problem solving ability
Proficient in customer account software
Multi-channel contact center software
Call Center AgentAug 2007 to Jan 2017 Charter Communitcations － Worcester, MA
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified timeframes.
Addressed customer service inquiries in a timely and accurate fashion.
Maintained up-to-date records at all times.
Developed effective relationships with all call center departments through clear communication.
Formulated and enforced Service Center policies, procedures and quality assurance measures.
Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
Worked with technicians, closing work orders, assigning work orders, other various dispatch duties
Key HolderJun 2004 to Apr 2007 Radio Shack － Marlboro, MA
Answered customers' questions and addressed problems and complaints in person and via phone.
Opened and closed the store, which included counting cash drawers and making bank deposits.
Helped customers select products that best fit their personal needs.
Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience.
Kept the showroom clean and maintained neat, orderly product displays.
Communicated merchandise needs and issues to appropriate supervisors in a timely fashion.
Communicated information to customers about product quality, value and style.
Balanced the needs of multiple customers simultaneously in a fast-paced retail environment.
Built and maintained effective relationships with peers and upper management.
Processed all sales transactions accurately and in a timely fashion.
Informed customers about all product lines and services offered by the company.
Processed shipments and maintained organized stock shelves.
Directed strategic and brand-appropriate marketing initiatives to improve presentation and maximize sales.
Unloaded trucks, stocked shelves and carried merchandise out on the floor for customers.
Service Deli ClerkJun 2004 to Apr 2007 Price chopper － Worcester, MA
Took necessary steps to meet customer needs and effectively resolve food or service issues.
Recorded customer orders and repeated them back in a clear, understandable manner.
Promptly reported complaints to a member of the management team.
Correctly received orders, processed payments and responded appropriately to guest concerns.
Served fresh, hot food with a smile in a timely manner.
Resolved guest complaints promptly and professionally.
Served orders to customers at windows, counters and tables.
Cut and chopped food items and cooked on a grill or in fryers.
Accurately measured ingredients required for specific food items.
Properly portioned and packaged take-out foods for customers.
Quickly and efficiently processed payments and made accurate change.
Frequently washed and sanitized hands, food areas and food preparation tools.
Performed general maintenance duties, including mopping floors, washing dishes, wiping counter tops and emptying grease traps.
Maintained a neat, well groomed appearance including impeccable personal hygiene, hair restraint and minimal jewelry that met company standards.
Assisted management with monthly inventory control and weekly stock ordering.
Took initiative to find extra tasks when scheduled duties were completed.
Prepared items according to written or verbal orders, working on several different orders simultaneously.
Education and Training
quinsigamond community college worcester － MACriminal Justice
Attended but did not Graduate Quinsigamond Community College for Criminal Justice