Customer Service Representative resume example

I formed part of the Bilingual Care Team. Consulted with customers to determine best methods to resolve service and billing issues. I de-escalated problematic customer concerns, maintaining calm, friendly demeanor. I reviewed account and service histories to identify trends and issues. I logged customer complaints and queries, fast-tracking them for problem resolution. Cultivated impactful relationships with customers and drove business development by delivering product knowledge. I also assisted the Resolutions team with escalated calls.

Reviewed customer credit data to ascertain the level of risk involved for extending credit. Reached out to customers to verify information and follow up on applications/credit limit increase request. Requested financial documents from customers. Assist management with training multiple colleagues. Consistently exceeded department standards and have received multiple awards and recognitions. Achieved Rookie of the year 2017 and Top Performer multiple times.

Managed 2 locations. Maintained up-to-date knowledge of store policies regarding Signature and Title Loans, as well as payments and collection procedures. Prevented store losses using awareness, attention to detail and integrity. Trained new employees and current employees to help them gain a promotion. Earned “Store Manager of the year” in 2014. Cross-trained and provided back-up for other customer service representatives when needed. Worked as a team member performing loan processor duties, customer assistance and cleaning. Generated growth and collection reports in Excel with data from a variety of sources, maintaining a 100% accuracy rate. Assisted customers with store complaints. Maintained adequate cash supply in cash drawer and cash recycler. Completes monthly schedules, supply orders, marketing supple orders. Coordinated Employee Marketing Events and Parades to assist with growth.