Reliable and friendly adept at learning and mastering new concepts and skills. Passionate about helping customers and creating satisfying experiences. Also highly energetic, outgoing and detail-oriented. Handles multiple responsibilities simultaneously while providing exceptional customer service.
Skills
High-energy attitude
Dependable and reliable
Fluent in Spanish and English
Organized
Strong communication skills
Avaya software customer management systems
Inbound and outbound calling
Cheerful and energetic
Active listening
Team leadership
Adaptive team player
Problem-solving abilities
Credit card payment processing
Experience
Customer Service Agent, 10/2016 to Current Verizon – Riverside, MO,
Managed a high-volume of inbound calls.
Resolved escalated customer issues quickly to drive client retention.
Answered inbound calls per day to address customer inquiries, resolve issues and provide information on customers account and directed inbound calls to designated individuals or departments.
Informed customers on billing procedures, processed payments and provided assistance to set up payment options.
Provided translation services to Spanish speaking customers.
Consulted with upset customers to determine best methods to resolve service and billing issues.
Assisted customers with completing quick and efficient payment transactions to guarantee high level of customer service.
Provided expert customer service to every caller.
Made customers top priority and active listening skills to understand needs and deliver first-rate service.
Achieved top satisfaction, retention and referral rankings on consistent basis.
Call Center Representative, 02/2016 to 09/2016 Fitzsimons Credit Union – Aurora, CO,
Documented calls and caller information in data software.
Delivered excellent customer service with positive and professional attitude.
Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
Made customers top priority and employed active listening skills to understand needs and deliver first-rate service.
Maintained 100% satisfaction rating with customers by providing exceptional service and support.
Consulted with upset customers to determine best methods to resolve service and billing issues.
Documented customer inquiries and implemented resolutions in database.
Resolved escalated customer issues quickly to drive client retention.
Collections Agent, 08/2015 to 01/2016 Alorica Inc. – Sherman, TX,
Placed outbound collections calls daily to account holders.
Reduced aged accounts by collecting payments on accounts daily.
Contacted customers and explained debt management to encourage timely debt payments.
Administered delinquency cycle from start to finish, managing collections calling, skip tracing, outside collections agency coordination and related litigation.
Identified past due accounts and contacted account holders to arrange payment.
Acquired credit reporting data for new and existing customers.
Followed fair debt practices and regulatory guidelines when managing collections process.
Created repayment plans based on account holders’ financial status and repayment abilities.
Processed payments and refunds in a timely and efficient manner.
Investigated historical data for each debt or bill.
Sales Representative, 05/2010 to 07/2013 Netapp – Mumbai, IN,
Analyzed sales performance and service feedback to drive organizational and operational changes resulting in greater profitability.
Developed relationships with customers and presented promotions that increased shelf space, sales and profit.
Supported clients with targeted and highly successful product launches.
Grew customer base by identifying needs and delivering relevant product solutions that achieve client budgets and schedules.
Improved profitability and developed pipelines with multiple sales penetration strategies.
Updated database with customer and sales information.
Elevated customer purchasing experiences to ensure steady revenue.
Represented a professional appearance at all times and assisted with product placement and visual merchandising tasks.
Interfaced with customers, determined needs, provided recommendations and up-sold services.
Negotiated and closed deals with minimal required support from sales and finance managers.
Cold called business leaders to initiate inclusion in sales strategies.
Promoted memorable shopping experiences which resulted in increased customer retention and loyalty.
Managed order process for new and existing customers.
Delivered products to customers in timely manner.
Created and implemented store displays, promoting sales and growth.
Handled various duties, including inventory oversight, cash control and the daily opening and closing procedures for the store.
Education and Training
High School Diploma: , Expected in 2007 grover cleveland high school - buffalo, ny, GPA:
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