Highly enthusiastic customer service professional with over 16 years client interface experience. I am very customer - focused and possess excellent " soft" skills, such as verbal communication, empathy, and problem resolution. I find learning new technical processes and procedures fun and challenging, and due to a diligent work ethic and quick mind, I have always been able to take on new work roles and work experiences.
As an entry-level Customer Service Representative, I was required to utilize, and be proficient in, multiple applications to properly service the many varied customer issues. That could be issues ranging from problems with a mail order delivery, placing orders, product inquiries, returning items, website issues, lost Gift Cards, credit card charges, assistance with the mobile app, requests for discounts, coupons and price adjustments, modification of orders, address changes and corrections, processing refunds, wedding and baby registry issues, verifying inventory, inter-departmental communications, and sending and receiving emails from customers. To accomplish these tasks, I utilized more than 15 different computer applications. Over time, I progressed from an entry-level representative, to a level 3 Rep, involving more responsibilities and permissions. Although the job was quite challenging, I enjoyed the problem-solving aspects and interacting with customers.
As an entry-level Customer Service Agent, I provided consistent, high quality customer service to Santander consumer banking customers via the telephone. I was required to be knowledgeable in all products and services offered in the retail banking environment, on-line computer banking, automated telephone banking, credit card services, and mortgage products and services. I was required to update my knowledge base on a daily basis for all new company initiatives and campaigns. Compliance with all banking regulations and certifications had to be consistently achieved to continue employment . Customer privacy and security measures had to be strictly adhered to, with no exceptions. Customer issues had to be resolved efficiently and courteously, with quality assessments conducted on a regular basis. My success in this position resulted in my application and employment to a special team position as a High Value Specialist, providing concierge-level service to new and existing high value customers. This position required the highest level of issue resolution expertise, taking ownership of customer requests and needs, proactively assessing additional services or needs across a full portfolio of products and service, expanding business through new sales to select customers. Proficiency in navigating all bank systems and applications. Ability to work independently, and work multiple projects simultaneously.
As a customer service agent in a call center for retail long distance service and products, my duties were to follow all company policies and procedures, provide courteous and efficient resolution to billing inquiries and disputes. Emphasis on customer retention and expansion of customer base through new sales. Meet customer satisfaction quotas as assessed through quality analysis of calls and customer surveys and feedback. Over time, my customer handling skills, conflict resolution and excellent sales record resulted in assignment to a special sales team.
Received a certificate of completion in field of Culinary Arts
graduated with a certificate in Graphic Arts
During my tenure as customer service representative for various employers, I met and in most cases, exceeded required quotas and goals. My achievements resulted in being given more responsibilities and inclusion in special projects and specialized teams, and promotions. In several of my positions, my work performance earned many customer commendations, monetary bonuses, and company incentives in the form of awards and prizes. Here are just a few examples :
Awarded: $25.00 Gift Card for exceeding customer service metrics April 2016 *
*Several employees exceeded the quotas and are then entered into a lottery for the award. While I met and exceeded the quotas many times, the opportunity for the awards is limited by the lottery system
Awarded: $50.00 Gift Card for high ratings on customer surveys June 2017
Awarded: $25.00 Gift Card for high ratings on customer surveys March 2018
Awarded: Company gift of Tramontina Dutch Oven for exceeding customer service metrics. October 2018
Awarded: $10.00 Gift Card for winning an attendance contest December 2019
Awarded: $20.00 Gift Card as recognition by my manager for excellent performance February 2020
Awarded : various small awards such as company branded cups, pins and badges for work performance April 2015- August 2020
Top Seller, credit cards 11/2014
Bonus Incentives: The company used an Olympics style awards system for meeting and exceeding metrics. During my tenure, I earned 11 Gold, 4 Silver and 1 Bronze Pins. Each of these tokens were accompanied by generous monetary bonuses
Certificates of Recognition for Superior Customer Service, 3 nominations by peers and immediate supervisor.
Outstanding Sales Performance, received trophy award and a recognition dinner, $100.00 gift certificate
Top Ten in Sales for entire Sales Division
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