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Customer Support Representative Resume Example

Resume Score: 80%

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Berta
Martinez
Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Skills
  • Retail Materials Management
  • Stock Management
  • Report Preparation
  • Record keeping Strengths
  • CRM
  • Order Fulfillment
  • Data Entry
  • Complaint Resolution
  • Credit Card Processing
  • Shipping Procedures Understanding
  • Strategic Sales Knowledge
  • Retail Store Support
  • POS systems expert
  • Multi-line phone talent
  • Verifying prescriptions
  • Conducting fittings
  • Appointment Scheduling
Education
East High SchoolRochester, NY06/2014High School Diploma: Child Development
Work History
Sutherland- Customer Support Representative
Rochester, NY06/2019 - 05/2020
  • (AT&T Retention, DirecTV, Disney+, Netflix) Customer Service.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Increased customer satisfaction by resolving numerous technical issues.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
  • Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
  • Assisted 50customers or more on average 8 hour day by answering questions, responding to inquiries and handling telephone requests.
Conduent- Service Representative
Rochester, NY03/2018 - 06/2019
  • Answer phones, basic troubleshooting, problem resolution, assist fellow peers, educate customers on bills and features, sales, maintain my daily goals, and provide customer service.
  • Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Scheduled appointment to resolve more complex issues.
  • Accepted payments and updated accounts with latest information.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Operated in dynamic, high-volume environments to provide skilled assistance to more than 50 customers each day.
Carver Living Center- Dietary Aide
Durham, NC02/2017 - 09/2017
  • Do one on one patient care, cook food, clean dishes, food prep, serve plates, and stock up dining area.
  • Maintained strict levels of cleanliness for tables, floors and prep areas in residence.
  • Upheld efficiency of meal services by pre-setting tables before patients arrived.
  • Increased aide productivity by working closely with CNA's to redesign cleaning protocols, processes and workflows.
  • Supported waitstaff and other team members in completing tasks.
  • Washed, peeled and cut various fruits and vegetables to prepare for serving.
  • Quickly and accurately served specific meals to patients with special dietary needs.
  • Patiently and compassionately assisted patients requiring assistance eating meals.
  • Distributed food to wait staff quickly to provide excellent customer satisfaction.
  • Prepared cooking supplies, ingredients and workstations when opening and closing kitchen.
  • Washed plates, cups, serving and eating utensils and kitchen equipment in commercial dishwasher.
Northgate EyeCare Center- Optical Technician
Durham, NC08/2016 - 06/2017
  • Fix lenses and frames, read prescriptions, appointment setting, assist in patient pass off, and provide a friendly environment for all patients.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Drove operational improvements which resulted in savings and improved profit margins.
  • Maintained records related to sales, returns and inventory availability.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Educated customers on promotions to enhance sales.
  • Applied security and loss prevention training toward recognizing risks and reducing store theft.
  • Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
  • Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs.
  • Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
  • Delivered high level of assistance by locating products and checking store system for merchandise at other sites.
  • Prepared cash deposits.
  • Answered customer questions regarding sizing and accessories and explained how to properly care for merchandise.
  • Created reports, correspondence and spreadsheets with Microsoft Office programs.
Additional Information
  • 521 , Authorized to work in the US for any employer
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Resume Overview

Companies Worked For:

  • Sutherland
  • Conduent
  • Carver Living Center
  • Northgate EyeCare Center

School Attended

  • East High School

Job Titles Held:

  • Customer Support Representative
  • Service Representative
  • Dietary Aide
  • Optical Technician

Degrees

  • High School Diploma : Child Development

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