Highly enthusiastic customer service professional with 6 years client interface experience. I'm a dedicated customer service representative that is motivated to maintain customer satisfaction and contribute to the company's success. I'm hard working, performance driven, committed, detail oriented, adaptable as well as client focused.
Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Assisted customers over the phone regarding store operations, product, promotions and orders Won "Top Agent" award 7 months in a row Assisted in the managing of the company database and verified, edited and modified member's information.
Cross-sold services at a rate of 56%, upgrading customers to different plans and product packages.
Consistently generated additional revenue through skilled sales techniques.
High customer service standards
Call center management experience
Strong problem solving ability
Proficient with Microsoft Office Suite
Proficient in customer account software
Active listening skills
Staff development talent
Strong organizational skills
Seasoned in conflict resolution
Sharp problem solver
Energetic work attitude
Adaptive team player
Proven sales record
Employee recruitment expertise
Hiring and training
Stable work history
Dispatcher (BUT NOT EMERGENCY SERVICES)Nov 2016 Nationwide Relocation Services － Tamarac, FLDeveloped, implemented and monitored programs to maximize customer satisfaction, provided detailed monthly departmental reports and updates to senior management, addressed negative customer feedback immediately, provided a high level of product and leadership support to representatives and clients, resolved customer questions, issues and complaints, effectively communicated with team members to maintain clearly defined expectations, and generated and distributed daily reports and order acknowledgments to appropriate personnel.
Customer Service RepresentativeAug 2016 to Sep 2016 First Data-Union Bank － Coral Springs, FL
Verified customers personal information to activate credit cards, made sure to follow all company policies and procedures when dealing with customers personal information, and set up high security pass words for customer account protection.
Customer Service RepresentativeJul 2015 to Apr 2016 Great Health Works － Ft. Lauderdale, FL
Created training manuals targeted at resolving even the most difficult customer issues, improved service quality and increased sales by developing a strong knowledge of company's products and services, interviewed, hired and trained new quality customer service representatives, provided detailed monthly departmental reports and updates to senior management, addressed negative customer feedback immediately, provided a high level of product and leadership support to representatives and clients, collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates, resolved customer questions, issues and complaints, developed rapport with the customer base by handling difficult issues with professionalism, and developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
Customer Service ExecutiveMar 2013 to Jun 2015 TOTAL E MEDICAL － Deerfield Beach, FL
Organized weekly sales reports for the sales department to track product success.
Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
Achieved high sales percentage with consultative, value focused customer service approach.
Cross-trained and provided back-up for other customer service representatives when needed.
Resolved product issues and shared benefits of new technology.
Expressed appreciation and invited customers to return to the store.
Increased territory sales by surpassing monthly goal of $12,800, managed quality communication, customer support and product representation for each client.
Worked under strict deadlines and responded to service requests and emergency call-outs.
Assisted customers with store and product complaints.
Generated leads for new sales through telephone and email contact with customers.
Senior RepresentativeJan 2009 to Feb 2013 TELEPERFORMANCE － FT. Lauderdale, FL
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified time frames.
Addressed customer service inquiries in a timely and accurate fashion.
Maintained up-to-date records at all times.
Maintained up-to-date records at all times.
Developed effective relationships with all call center departments through clear communication.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Trained staff on how to improve customer interactions.
Properly directed inbound calls in phone queues to improve call flow.
Education and Training
HIGH SCHOOL DIPLOMA, GENERAL STUDIES2006Carol City Senior High － Miami Gardens, FL, USGENERAL STUDIES
account management, process improvement, public speaker, sales, sales reports, Staff development, training manuals