Listened and analyzed customer calls to understand what the customer needed and then determined how to resolve their issues in conformity with a set methodology
Provided guidance or initiated appropriate administrative procedures to resolve any issues to achieve a high level of customer satisfaction and advocacy
My desk was designated to receive and resolve the Spanish language calls, maintaining the same quality standards and compliance expectations
Addressed and resolved customer concerns regarding their shopping experience
Resolved customer online issues regarding the application of promo codes and discounts, corrected or resolved pricing errors and assisted customers
Addressed negative customer feedback immediately; extremely focused with remarkable work ethic amidst critical and highly stressful situations
Coordinated with other department's ex
Fraud, Credit, to deliver world class service
Maintained call center scorecard metrics in adherence with performance expectations
Communicated with vendors regarding back order availability, future inventory and special orders
Consulted with outside parties to resolve discrepancies and create effective solutions
10/2005 to 08/2012
Call Center AssociateConduent Incorporated – Franklin, NJ,
Handled 60 to 70 calls per day
Serviced incoming calls from Spanish/English speaking customers requesting payment arrangements
Took incoming customer calls to report trouble with residential telephone service
Note customer account with info regarding reason for call
Coordinated with other company departments to complete customer contacts
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
Achieved customer satisfaction rating of 99 %
Promoted available products and services to customers during service, account management and order calls
Received multiple positive reviews acknowledging dedication to excellent customer service
Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge
Education
Expected in 1967 to to
High School Diploma: Balboa High School - San Francisco, CA GPA:
Summary
Highly qualified and experienced Customer Service Representative with a track record of success in both the United States and Mexico optimizing efficiency, productivity, implementing inventory controls, cost-effectiveness and experience supporting, staff members, and customers.
Able to resolve problems and provide superb customer service to personnel; experienced in developing process improvements that streamline workflow, coordinating schedules, maintaining the office/appointment calendar, and keeping inventory records.
Able to perform administrative support work including managing payroll, writing correspondence, sending messages, answering phone calls and providing additional office support as required.
Excellent leadership, communication and interpersonal skills; with the ability to succeed in high pressure, challenging and deadline-driven environments.
Delivered outstanding customer service, provided with professionalism and efficiency and most importantly, executed with a daily commitment to service with a positive attitude
Bilingual in English & Spanish. Authorized to work in the US for any employer
Excellent communicator with 17 years of Customer Service Representative experience in demanding call center environments.
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