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Customer Service Agent Resume Example

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CUSTOMER SERVICE AGENT
Summary

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, sykes, October 2016-CurrentBUFFALO, NY
  • 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, M&t Bank , February 2016-September 2016Buffalo, NY
  • 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, collections, August 2015-January 2016BUFFALO, NY
  • 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, rent a center , May 2010-July 2013BUFFALO, NY
  • 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 Diplomagrover cleveland high school, , buffalo, ny2007
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Resume Overview

Companies Worked For:

  • sykes
  • M&t Bank
  • collections
  • rent a center

School Attended

  • grover cleveland high school

Job Titles Held:

  • Customer Service Agent
  • Call Center Representative
  • Collections Agent
  • Sales Representative

Degrees

  • High School Diploma

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