Customer Service Representative Resume Example Ezpass Callcenter

CUSTOMER SERVICE REPRESENTATIVE

Professional Summary

Detail- oriented in customised-travel packages(flight tickets,hotel bookings,airport transfers, tours, & general products&services) with more than five years experience and solid history of exceeding customer service expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgement, decisive communication and focused solutions. Strong aptitude in working with little or no supervision in remote environment. Highly empathetic and supportive team lead/player. Excellent Customer Service Representative, bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Skills

Customer service optimization
Excellent communication skills(Oral&Writting)
Self motivating, Smart at work and achieves result
Ability to learn fast with a strong passion for excellence
Team lead Spirit and good public relations

Proficient in Microsoft office
Conflict management
Ability to supervise and work with less supervision
Excellent customer service skills

Work History

Customer Service Representative 10/2019 to Current
EzPass Callcenter – Newark, NJ

Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
Helped 100 plus customers every day by approaching conversations with positive attitude over the telephone.
Communicated with customers to assess and address individual needs, providing timely and quality support.
Logged call information and solutions provided into software-note database.
Assisted 100 customers in average daily by answering questions, responding to inquiries and handling telephone requests.
Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
Educated customers how to use company systems, complete forms and obtain desired services.
Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.

Lead Products' Specialist & Customer Service 08/2014 to 07/2017
Wakanow Travels &Tour – Lagos , Nigeria

Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Recommended all travel&stour products and services to customers, thoroughly explaining details.
Contacted preferred suppliers for air, hotel and ground transportation to receive incentives, upgrades and other amenities for customers.
Attended training sessions, familiarization trips and site inspections to maintain current industry knowledge and gain insight into tourism trends.
Booked transportation using booking engines and Sabre GDS, made hotel reservations, and collected payments to optimize trip planning.
Maintained favorable working relationships with co-workers to foster and promote cooperative working environment.
Resolved travel problems, processed complaints, and issued refunds to maintain customer satisfaction.
Leveraged travel industry connections to fulfill client vacation desires for cruise, resort and tour packages.
Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
Responded to clients' questions, issues and complaints and implemented appropriate solutions.

Customer Service Representative01/2012 to 08/2014
Veritas Travels &Tour – Lagos , Nigeria

Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
Provided follow through on all calls with confirmations and dissemination of requested information.
Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
Prepared customer invoices, accepted payments and processed refund and cancellation requests.
Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.

Customer Service Associate12/2010 to 01/2012
Intermac Consulting Limited – Lagos , Nigeria

Supported client projects and internal initiatives by producing quality deliverables and participating in meetings and brainstorming sessions.
Measured project progress and budget expectations using proprietary tracking tools.
Developed customized presentation materials and managed performance measurements for existing accounts to attract new clients.
Led interviews with clients to enhance business processes, gather requirements and build trust.
Collected, arranged and input information into database system.
Project Manager ePayment Thought Leadership Breakfast Series 2(2011)
Participated(Management Team) in the execution of Cardexpo Project and Consumer Education on the CBN(Central Bank of Nigeria)Cashless Policy.
Responded. Follow-up and closed deals on projects with both local and international sponsors and exhibitors.

Education

Associate of Science: Bachelor of Science in Geography & Planning09/2007Abia State University- Uturu, Abia State

Certifications

Certificate of Merit in Basic Airfares & Ticketing Course
Certificate in Gerneral Health Safety and Environment, Level1
Certificate in Customer Service Excellence
Certificate in Health Safety and Environment Competence,Level3
Sabre Certificate in Basic Computer Reservation System(CRS)
Certificate in Strategic Fire Safety & Emergency Response Management
Certificate of National Youth Service Corps

Hobbies

Travelling, Learning new things and meeting people

Resume Overview

Companies Worked For:

EzPass Callcenter
Wakanow Travels &Tour
Veritas Travels &Tour
Intermac Consulting Limited

School Attended

Abia State University

Job Titles Held:

Customer Service Representative
Lead Products' Specialist & Customer Service
Customer Service Associate

Degrees

Associate of Science : Bachelor of Science in Geography & Planning 09/2007

Customer Service Representative Resume Example

Resume Score: 80%

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