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Customer Solutions Agent Resume Example

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CUSTOMER SOLUTIONS AGENT
Summary
Customer Service Call Center Associate committed to addressing customer concerns with speed, accuracy and professionalism. 10+ years of customer service experience providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Highly skilled in call center processes, training and service solutions. Provides exceptional customer service through active listening and problem solving.
Skills
  • High customer service standards
  • Employee relations specialist
  • Service solutions expert
  • Call center management experience
  • Conflict resolution proficiency
  • Strong problem solving ability
  • Devoted to data integrity
Experience
Customer Solutions Agent, 10/2014 － Current Time Warner Cable － Austin, TX
  • Effectively managed inbound calls referred to me from other call-taking associates who needed additional assistance in answering customers questions and concerns.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Mastered customer service management systems and databases.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
  • Managed high call volume with tact and professionalism.
  • Manage all contract files and databases to ensure their accuracy and completeness to allow for proper risk analysis.
CENTRAL ASSIST ASSOCIATE, 04/2013 － 10/2014 STARWOOD HOTELS WORLDWIDE － Austin, TX
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Effectively managed inbound calls referred to me from other call-taking associates who needed additional assistance in answering customers' questions or addressing their concerns.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Mastered customer service management systems and databases.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Managed high call volume with tact and professionalism.
  • Acted professionally and patiently when addressing negative customer feedback.
  • dispute resolution work experience.
  • Multi-tasking and problem-solving skills.
PEER COACH, 05/2011 － 10/2014 STARWOOD HOTELS WORLWIDE － Austin, TX
  • Trained staff on operating procedures and company services.
  • Assisted supervisors with monitoring new associates' calls.
  • Coached employees who were having difficulty on performance improvement methods.
  • Prepared daily reports for supervisors on new employees' progress.
RESERVATIONS ASSOCIATE, 08/2010 － 10/2010 STARWOOD HOTELS WORLDWIDE － Austin, TX
  • Made reservations for members' future travel.
  • Processed telephone reservations.
  • Managed customers' existing reservations in terms of changes or cancellations.
  • Resolved complaints regarding reservations.
Corporate Customer Services Representative , 02/2010 － 04/2013 STARWOOD HOTELS WORLDWIDE － Austin, TX
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Answered a constant flow of customer calls.
  • Politely assisted customers via telephone.
  • Made and confirmed reservations for future travel.
  • Served as a trip advisor.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Accurately documented, researched and resolved customer service issues.
  • Managed high call volume with tact and professionalism.
TEAM LEAD FOOD, 12/2007 － 08/2010 LUBY'S － Austin, TX
  • Assisted diners with obtaining food from buffet/serving table as needed.
  • Assisted in maintaining preparation and service areas in a sanitary condition.
  • Responsible for the production and plating of desserts.
  • Took food orders and relayed orders to kitchens or serving counters.
  • Trained new employees on the processes involved in the wait staff duties.
  • Made schedules, table assignments, and completed their payouts at the end of shift for new employees.
  • Directed activities of one or more workers who assisted in preparing and serving meals.
  • Managed guest checks, collected cash and processed credit cards.
  • Provided excellent customer service.
  • Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards.
  • Managed schedules for employees' lunches and breaks BRITTANI WASHINGTON Page 3.
  • Developed a more efficient system for daily closing of the food to go area and trained the employees on the new process.
  • Handled cash register functions.
  • Routinely supported other areas of the restaurant as requested, including answering telephones and completing financial transactions for other staff members.
  • Made reservations for members' future travel.
  • Processed telephone reservations.
  • Managed customers' existing reservations in terms of changes or cancellations.
  • Resolved complaints regarding reservations.
Education and Training
UNIVERSITY OF PHOENIX － Phoenix, AZ Hospitality (Degree
AUSTIN COMMUNITY COLLEGE － Austin, TX BA 40 hours of general studies credit
PLUGERVILLE HIGH SCHOOL － Pflugerville, TX Diploma General Studies General Studies
Skills
call center, cash register, closing, coaching, conflict resolution, credit, excellent customer service, customer service, databases, fast, financial, serving meals, mediation, Multi-tasking, policies, pricing, problem-solving skills, processes, progress, risk analysis, safety, telephone, telephones
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Resume Overview

Companies Worked For:

  • Time Warner Cable
  • STARWOOD HOTELS WORLDWIDE
  • STARWOOD HOTELS WORLWIDE
  • LUBY'S

School Attended

  • UNIVERSITY OF PHOENIX
  • AUSTIN COMMUNITY COLLEGE
  • PLUGERVILLE HIGH SCHOOL

Job Titles Held:

  • Customer Solutions Agent
  • CENTRAL ASSIST ASSOCIATE
  • PEER COACH
  • RESERVATIONS ASSOCIATE
  • Corporate Customer Services Representative
  • TEAM LEAD FOOD

Degrees

  • Hospitality (Degree
    BA
    Diploma General Studies

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