Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Consistently meets and exceeds productivity goals as assigned by management. Employee satisfaction team member helped reduce conflict between management and employees.
Troubleshooting proficiency Microsoft Office expert
Exceptional telephone etiquette Strong Active troubleshooting
Patient and diligent skills
Vast technical knowledge DHCP/DNS Ethernet and Firewall
Knowledge of Medical Terminology
High customer service standards
Dedicated to process improvement
Conflict resolution proficiency
Strong problem solving ability
Proficient with Microsoft Office Suite
Proficient in customer account software
Exceeded monthly goals, Multiple awards for meeting and exceeding monthly expectations and performance evaluations.
Reduced escalations to management.
Recognized for outstanding customer service.
Managed call flow with up to 10 calls in queue per hour.
Average Handle time below 7 minutes on average.
Exceeded corporate target for customer satisfaction for 12 months in a row.
10/2017 to Current
Consumer I Tech SupportCenturylink Communications － Saint Joseph, MO
Collected customer feedback and made process changes to exceed customer satisfaction goals. Collected customer feedback and made process changes to exceed customer satisfaction goals.
Demonstrated mastery of customer service call script within specified timeframes.
Improved customer ratings by 75%
Maintained 100% on quality assurance on all calls.Achieved customer satisfaction rating of 98% within 3 months, exceeding corporate target.
07/2010 to 09/2016
Technical Support AgentSuddenlink Communications － Saint Joseph, MO
Resolved customer complaints and concerns with strong verbal and
Displayed courtesy and strong interpersonal skills with all
Maintained composure and patience in face of
difficult customer situations.
Support customers with online billing and
Trained new employees and explained protocols clearly and
Researched issues on various computer systems and databases to
resolve complaints and answer inquiries.
Referred difficult issues to upper
management while maintaining positive rapport with customer.
customers about issue resolution progress.
Handled a large volume of phone
calls, chat and emails.
Diligently followed up with customers about existing
Maintained a calm, professional demeanor when faced with high
demand, high volume workloads.
Employee relations specialist helped maintain communication between management and employees.
04/2009 to 07/2010
Banquet Cool/ ChefMonte Carlo Hotel Casino － Las Vegas, NV
Expert in final plate preparation with authentic presentation.
fostered a team environment Identified opportunities to increase revenue,
decrease kitchen expenses and maximize departmental productivity without
compromising guest satisfaction.
Actively participated in staff meetings and
operated as an effective management team leader.
Consistently verified that
kitchen staff followed all recipes and portioned serving guidelines correctly.
Correctly and safely operated all kitchen equipment in accordance with set
11/1997 to 04/2009
Ceasars Palace － Las Vegas, Nevada
Provided courteous and informative customer service in an open kitchen
Systematically tasted and smelled all prepared dishes, and observed
color, texture and garnishes.
Expertly estimated staffing needs and adjusted
hourly schedules in accordance with demand patterns, budget and local labor
Collaborated closely with the Food and Beverage Director to conduct
staff meetings and resolve service, product and personnel issues.
Implemented and supported company initiatives and programs.
High School Diploma
General DegreeRancho High School － Las Vegas, NV, USA
Associate of Arts: Medical/ businessMissouri Western － Saint Jospeh, MO
Business / Customer Missouri Western Saint Joseph, M O, USA
Medical Terminology classes I and II
Science classes with Heath care emphasis
ActiveX, billing, budget, strong interpersonal skills, customer service, databases, DHCP, DNS, Ethernet, Firewall, team leader, hosting meetings, Microsoft Office, telephone etiquette, phone, Troubleshooting. Fluent in medical terminology. Strive to meet all goals and benchmarks given to me within the time frame allowed. Great at promoting great customer service making the customer feel like my number one priority. Strive for excellence in everything I do push my self to meet and exceed all expectations set for me by myself as well as management.