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Summary
Effective Customer Service Representative with 7 years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manage workflow and optimize team strengths to meet service quotas.
Skills
Call center experience
Technologically savvy
Report creation
Credit card payment processing
Experience
08/2019 to 01/2021Customer Service Representative/Technical Support SpecialistIBEX Global | City, STATE,
Reviewed account and service histories to identify trends and issues.
Escalated customer concerns, store issues and inventory requirements to supervisors.
Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Documented conversations with customers to track requests, problems and solutions.
Set up and activated customer accounts to maintain QA satisfaction levels.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Delivered service and support to each customer, paving way for future business opportunities.
Upheld privacy and security requirements established by Client regulatory agencies.
Worked for a major wireless critical Infrastructure company.
07/2018 to 05/2019Customer Service Agent for Verizon Wireless/Bilingual Customer Service RepresentativeConduit Global | City, STATE,
Met or exceeded sales goals regularly by consistently promoting relevant items to callers.
Applied cultural knowledge and interpersonal abilities to help customers open up and explain concerns.
Processed customer account changes using Internal proprietary programs.
Shared detailed information regarding Prepaid Wireless devices and plan options to help customers make decisions.
Evaluated customer account information to assess current issues and determine potential solutions.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Documented conversations with customers to track requests, problems and solutions.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Set up and activated customer accounts to maintain QA satisfaction levels.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Educated customers on special pricing opportunities and company offerings.
Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Reviewed account and service histories to identify trends and issues.
Delivered service and support to each customer, paving way for future business opportunities.
Escalated customer concerns, store issues and inventory requirements to supervisors.
04/2016 to 05/2018Customer Service Agent/Senior Travel AdvisorAtento US | City, STATE,
Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Mitigated financial discrepancies, accurately collecting customer fees, managing refunds and providing accurate travel documentation.
Handled travel arrangements for groups, couples, executives and special needs clients.
Took payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
Asked open-ended questions to best understand client needs and determine best travel offerings.
Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and knowledge to drive business development.
Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings and rental car reservations.
Responded immediately to clients' questions, issues, and complaints and found effective solutions when required.
Enhanced customer satisfaction ratings, researching travel options, negotiating rates, presenting best deals and resolving issues efficiently.
Eliminated project gaps and maintained accurate airline regulations and tariffs and travel law knowledge.
11/2013 to 09/2015Customer Service Representative/ Internet HelpdeskTranscom USA | City, STATE,
Assessed customer needs and upsold products and services to maximize sales.
Evaluated customer account information to assess current issues and determine potential solutions.
Upheld privacy and security requirements established by Telephone regulatory agencies.
Documented conversations with customers to track requests, problems and solutions.
Reviewed account and service histories to identify trends and issues.
Educated customers on special pricing opportunities and company offerings.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Set up and activated customer accounts to maintain QA satisfaction levels.
Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Education and Training
Expected in 06/2010Associate of Applied Science | Heating, Ventilation, Air-Conditioning, And Refrigeration TechnologySt.Phillip's College Southside Campus, San Antonio, GPA:
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School Attended
St.Phillip's College Southside Campus
Job Titles Held:
Customer Service Representative/Technical Support Specialist
Customer Service Agent for Verizon Wireless/Bilingual Customer Service Representative
Customer Service Agent/Senior Travel Advisor
Customer Service Representative/ Internet Helpdesk
