Remote Customer Service Agent Resume Example SBA

REMOTE CUSTOMER SERVICE AGENT

Professional Summary

I have under a year experience working remotely in customer service. I meet all the requirements to be able to work from home and I enjoy helping others especially during this pandemic. I have good listening skills Iam compassionate, positive and can empathize with all customers when it comes to working with stressed out , confused and sometimes angry individuals. In any worse case I never loose my professionalism and I still get the problem solved. Oral and written skills are very good. I always keep my priorities straight and my time management skills are decent. I can multitask and don't become discouraged when faced with a challange. I'm a fast learner with the desire to learn everything I can to become efficient using the tools I'm given to assist customers. I can work under stress without breaking a sweat and I can keep up with others when working in fast pace work environment. I have the motivation I need to get me through life . I'm hardworking and flexible to work M-F hours on top of working on the weekends, during the holidays, I have no problem working over night either. If you need some one to cover a shift please ask me because I'm happy to cover it for you because I love working.

Work History

SBA . San Antonio, TXRemote Customer Service Agent | 06/2020 - Current

Logged into Five9 software that I was require to install on my personal computer to start accepting inbound calls from customers.
Assisted call-in customers with general information about PPP and EIDL loans then answering all questions they had.
Communicated professionally with customers when customer expressed anger, frustration, confusion, and other negative emotions.
Transfer calls to Tier 2 when needed after getting approval from supervisor.
Filled in application for customers who did not have internet or computer access .
Asked customers to call back the next day when there was technical difficulties that prevented me to assist them.

Sykes Enterprises, Incorporated . San Antonio, TXRemote Customer Service Agent | 02/2019 - 05/2019

Logged in Salesforce software on company equipment to start helping customers from the comfort of my home.
Updated customer account information, help with resetting forgotten passwords, processed payments and help with unlocking store purchased software.
Was required to be viewed on web cam while assisting customers.
Frequently used Slack to communicate with managers and Tier 2 representatives to get further assistance when on a call with customer.
Escalate calls to Tier 2 when approved by manager, and would transfer calls when customer was wanting to speak with a CPA.
Used Oracle Secure Global Desktop software when granted customer me the permission to control their computer remotely to help with troubleshooting their tax software issues , help with locating their tax files saved within software, help customers navigate through areas of software find pervious tax returns.
Assisted customers on several different type of platforms including Iphone, Ipad, Android phones, tablets , Windows pc, and Mac computers.
Stayed positive, compassionate, and remained empathetic and still showed respect towards customers who express negative emotions, made unnecessary comments and gave criticism to me when I had difficulty solving their problem. I stayed professional and didnt take it personal.
Made notes on each account after each call listing customers reason for calling included details of what steps were taken to resolve issue who in Tier 2 gave assistance (if applicable) and what changes if any were made on customer account before closing out and taking the next call.

Universal Security Services. San Antonio, TXSecurity Guard HEB Warehouse | 06/2015 - 12/2015

Worked independently and collaboratively to resolve urgent issues to protect lives and property.
Reported irregularities such as fire and safety hazards to maintenance.
Patrolled and monitored premises in company vehicle, on bicycle and by foot.
Oversaw premises, including entry and exit of up to 100 employees and visitors daily.
Regulated vehicle and pedestrian traffic upon entry onto building grounds through electronic gates.
Checked and verified photo identification prior to granting facility access.
Checked identification of all persons entering and exiting facility to eliminate unauthorized visitors.
Responded quickly to incidents and assessed active situations for security concerns.
Interacted assertively but non-confrontationally with all levels of personnel and general public.

Valor Security Services. San Antonio, TXFront Desk Security Guard | 03/2010 - 01/2014

Worked security at the La Cascada Condos with High Profile Residents downtown San Antonio.
Recived 1 Citation for Awareness I noticed a water leak in the stairway before serious waterdamage could have be done to the building and prevent flooding.
Morning and Evening Shift • Maintained a physical presence at security front desk in the lobby to greet residents and guests.
Secured premises by conducting rounds patrolling in and outside of the property marking security checks points with wand.
Answering the phone in a professional manner, If needed to would make transportation arrangements for residents or their guests • Monitored CCTV security camera system to protect lives of residents and property.
Would be bookmark any kind of activity or incident on the DVR to have a record for my daily log and incdent reports.
Patrolled condo parking lot property and the associated parking garage to check if the correct vehicle was parked in the guest parking • Prevented crimes by immediately reporting all unusual, unauthorized and illegal activity on the premises.
Maintained accurate and detailed logs of all events that occurred during each shift in neat and legible handwriting.
Unlocked rooms and suites for authorized contractors, after receiving approval of resident.
Used initiative and independent judgment within established guidelines when responding to security situations.
Handled both common and crisis situations in a calm and efficient manner, especially when I got stuck in a elevator.
Worked hard to resolve urgent issues or concerns that resident presented to security desk.
Directed guests or family of residents around the building and answered questions regarding accessibility.
Delivered accurate and professional verbal communication with everyone I came into contact with Investigated all security and safety violations.
Wrote reports on property damage, theft, presence of unauthorized persons and unusual occurrences.
Denied entrance to the building by locking lobby doors at midnight.
Observing surveillance on CCTV camera for suspicious activity • locking the front entrance at midnight, • delivering newspapers, • conducting parameter checks of the property, • Helping waste management with taking out the trash by moving the dumper into the alley.

Skills

CompTIA Certified : IT Fundamentals and Network+
Empathetic and genuine to all customers even the rude ones
Can type up to 35 WPM

Outstanding communication skills
Has some experience with the following software's : Salesforce, Five9, Oracle, Remote desktop, and Slack

Education

Fox Technical High SchoolSan Antonio, TX06/2007High School Diploma

Certifications

CompTIA Network+ and IT Fundamentals

Resume Overview

Companies Worked For:

SBA
Sykes Enterprises, Incorporated
Universal Security Services
Valor Security Services

School Attended

Fox Technical High School

Job Titles Held:

Remote Customer Service Agent
Security Guard HEB Warehouse
Front Desk Security Guard

Degrees

High School Diploma

Remote Customer Service Agent Resume Example

Resume Score: 80%

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