Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Excellent communicator with 6 years in a demanding call center environment as a Customer Service Representative.
Deliver exceptional service receiving and responding to incoming calls from customers and coworkers Assist customers by answering questions and transferring calls to departments and stores in a professional and efficient manner Support store operations by being a general resource for customers and employees Provide a strong knowledge of store, departments, services and events Train and educate employees on processes, tools and systems used Provide daily sales reporting and various updates to departments Maintain a high level of confidentiality.
Answered an average of 225 calls per day by addressing customer inquiries, solving problems and providing new product information.
Politely assisted customers in person and via telephone.
Communicated with vendors regarding back order availability, future inventory and special orders.
Provided an elevated customer experience to generate a loyal clientèle.
Answered product questions with up-to-date knowledge of sales and store promotions.
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Served as the main liaison between customers, management and sales team.
06/2011 to 10/2011
Customer Service Nordstrom Rack – Aventura, FL
Assist customers with sales, returns and other transactions Assist coworkers with sales, returns and inventory control processes Maintain an awareness of key fashion trends and product knowledge in order to assist customers with purchase decisions as necessary for all departments Maintain the cleanliness of the sales floor and cash wrap area Answer telephones and direct customers to the appropriate contact Restock the sales floor and complete other departmental duties, as necessary Greet customers in a timely, professional and engaging manner Open new Nordstrom Fashion Rewards accounts as a means of building customer relationships Work as a team player to ensure each customer receives the best service possible User support specialist.
Greeted customers entering the store to ascertain what each customer wanted or needed.
Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Conducted weekly walk-throughs with the manager to discuss interior visual displays, including store window presentation.
Bagged, boxed or gift-wrapped sold merchandise per customer's request.
Provided ongoing guest service, including giving fashion advice.
Organized store merchandise racks by size, style and color to promote visually appealing environment.
Folded and arranged garments in attractive displays.
Set up and explained new membership contracts.
09/2007 to 02/2011
E-solutions User Support SpecialistCarnival Cruise Lines – Doral, Fl
Job Duties as a User support specialist are to answer incoming calls and e-mails from our travel agent partners, direct consumers and API/GDS partners.
User specialist is also responsible for providing ongoing technical support and handling inquiries about carnival.com, bookCCL.com, Fun Ship Pay, Fun Pass, Shore Excursions and alternate booking engines such as Amadeus, Revelex, Sabre, and other online systems.
Addressed and resolved customer product complaints empathetically and professionally.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Identified chronic customer issues by creating and maintaining customer complaint log.
Job duties as a cruise vacation specialist were to promote and sell extensive cruise and air packages to inbound consumers.
Responsible for creating and managing cruise reservation for my customers.
Researching prices for airfare and sometimes hotel packages.
Computed bills, collected payments and made change for guests.
Made and confirmed reservations.
09/2002 to 11/2006
switchboard Operator/ Office ClerkCarol City Middle School – Miami, FL
Daily job duties include answering the main switchboard phone line and directing calls to the proper departments.
Job duties also include typing, data entry, and filing.
Answered and managed incoming and outgoing calls while recording accurate messages.
Helped distribute employee notices and mail around the office.
Maintained a clean reception area, including lounge and associated areas.
Diploma: General Education Senior High -
API, com, data entry, directing, Fashion, filing, inventory control, Mac, managing, Microsoft Excel, Microsoft PowerPoint, windows, Microsoft Word, processes, receiving, reporting, Researching, Sabre, sales, switchboard, team player, technical support, User support, telephones, phone, typing