Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. 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. Proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.
Skills
Data Collection
Team management
Customer Relations
Report preparation
Order Fulfillment
Multi-line phone talent
Recordkeeping strengths
Professional telephone demeanor
Good listening skills
Payment Processing
Billing Inquiries
Billing Systems
Bilingual Spanish
Scheduling
Call center experience
History research
Basic mathematical abilities
Problem resolution
Complaint resolution
Credit card processing
Inbound and Outbound Calling
Money handling abilities
Key holder experience
Administrative support
Spanish translation
Quality Management
Customer Accounts Management
Payment Collection
Call center operations
Customer Complaint Resolution
Collections
Issue investigation
Work History
01/2020 to 09/2020
Energy AdvisorLeidos – Laurel, MD,
Taught customers how to reduce energy usage and directly cut costs with proactive strategies.
Resolved billing problems, improved operations and provided exceptional client support.
Worked with income qualifying customers to understand needs and provide affordable service.
Increased customer satisfaction by resolving billing or usage issues.
Handled 40+ calls per day to address customer inquiries and concerns.
Resolved conflicts and negotiated mutually beneficial agreements between parties.
Gathered and analyzed field information to assess current costs, problems and potential for energy savings.
Scheduled and followed through with trouble and service request appointments with customers.
Went over billing and usage averages for customers
Helped customers understand bill amounts on daily basis based off of actual energy usage
Met quality assurance standards for customer satisfaction & safety
Completed inquiry or trouble orders in a timely manner
Offered advice and assistance to customers, paying attention to special needs or wants.
Educated customers on promotions and programs.
Processed bill payments using customer provided information.
Answered customer telephone calls promptly to avoid on-hold wait times.
Entered customer interaction details in customer account profiles to track requests, document problems and record solutions offered.
Evaluated account and service histories to identify trends, using data to mitigate future issues.
Responded to customer requests for products, services and company information.
06/2017 to 01/2020
Relief ManagerCircle K Stores, Inc. – Fairlawn, OH,
Monitored working environment, making sure it was always safe, positive setting for all employees.
Performed customer needs assessments and coordinated resolutions with supply chain and quality teams.
Greeted and welcomed new renters, establishing and updating accounts to new storage unit programs.
Introduced prospective tenants to types of units available and performed tours of premises.
Processed project change requests and performed coverage research to handle repair issues.
Communicated with clients and tenants while offering strategic solutions to remedy problems.
Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs and capital improvement projects.
Boosted occupancy percentage by leveraging market knowledge and successful promotional strategies.
Monitored timely receipt and reconciliation of rent collections in accordance with company and resident statutes.
Handled tenant complaints promptly and appropriately, calling in repairmen and other support services as needed.
Maintained constant balance and accounting of property petty cash account.
Distributed and followed up on tenant renewal notices.
Followed up on delinquent tenants and coordinated collection procedures.
Maintained sufficient number of units market-ready at all times.
Completed final move-out walk-throughs with tenants to identify any required repairs.
Maintained current contract files as prescribed by company contract policies and procedures.
Collected and maintained careful records of rental payments and payment dates.
01/2015 to 06/2017
Cashier Team LeadGpm Investments – Bellefontaine, OH,
Mentored new team members on POS system operation, customer service strategies and sales goals.
Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
Oversaw weekly and seasonal merchandising and signage changes to promote specific products.
Resolved escalated customer disputes with special actions such as discounts.
Performed store opening, closing and shift change actions, including completing accurate shift change logs, to keep operations efficient and current.
Maintained stock within optimal levels to meet expected customer and sales levels.
Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
Restocked, arranged and organized merchandise in front lanes to drive product sales.
Quickly and accurately counted drawers at start and end of each shift.
Monitored areas for security issues and safety hazards.
Processed POS transactions, including checks, cash and credit purchases or refunds.
Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
Received and processed customer payments.
Educated employees on all job tasks, including register use, merchandising and customer service.
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