Skilled Customer Service Representative committed to addressing customer concerns with speed, accuracy and professionalism.
Multiple lines phone system
Windows-based platforms-many opened and operating simultaneously to process customer orders
Shipping and receiving
High customer service standards
Service solutions expert
Conflict resolution proficiency
Strong problem solving ability
My proven track record of reliability and efficiency led to many commendations, as well as opportunities for additional projects presented to me when they arose.
11/2012 to 02/2013
Telephone Sales Representative 2Safelite Auto Glass － Chandler, Arizona
JOB DUTIES: Utilized scripted prompts to assist potential customers over the phone by educating them on the benefits of choosing Safelite for their auto glass repair and replacement needs; worked closely with the shops in order to secure an appointment when and where the customer desired service; partnered with the Quality Assurance department to process insurance claims. Collected customer feedback and made process changes to exceed customer satisfaction goals. Demonstrated mastery of customer service call script within specified timeframes.
ACCOMPLISHMENTS: Maintained a consistent level of production and sales per the Department goals set for Telephone Sales Representatives; received numerous commendations from satisfied customers pleased with the professionalism and courteous service I provided them in times of stress; was a dependable employee who always signed up for optional overtime and got along well with my co-workers.
SKILLS USED: Usage of multiple desktop computer programs; many being open and used simultaneously for assistance to callers, including the Internet; proficiency of Safelite products and policies; quick, efficient call response with minimal off-call percentage time. At times I also assisted with Bilingual calls for Spanish-speaking customers when the Spanish cue was full and hold time would normally exceed our standards, going above and beyond the call of duty without being asked to do so.
11/2009 to 02/2010
Customer Service AgentTRAVISA India － San Francisco, CA
JOB DUTIES: Assisted walk-in customers applying for travel visas to India; this included the completion of the online application as well as assembly of all necessary documentation mandated by the Indian Consulate; enforced office security measures mandated by the Indian Consulate; assisted in organization of customers and distribution of approved visas every evening before closing of office.
ACCOMPLISHMENTS: My strong customer service background and people skills came in handy many times during tense moments with applicants, as well as with enforcement of stringent security measures laid in place by the Indian Consulate.
SKILLS USED: Proactive communication skills, organizational skills, filing, order entry, and adherence to important rules.
03/2003 to 11/2009
Customer Service ManagerOPS Software － Spokane, WA
JOB DUTIES: Supervised a team of 5 Customer Service Representatives, responsible for placing educational software orders to schools throughout the Pacific Northwest; processed return materials authorization requests and handled expedited customer complaints calls from the Customer Service Representatives; monitored calls for quality assurance; Office Manager duties, including ordering of office supplies; travel itineraries and meeting arrangements for the company CEO and President when necessary.
ACCOMPLISHMENTS: Worked my way up the ranks, from Customer Service Representative to Lead Customer Service Representative, to Customer Service Manager during my six-year tenure, compiling a commendable record of accomplishment, dedication, hard work, and commitment to superior service. Provided cross training to 7 staff members, on how to improve customer call efficiency with usage of a new call cueingsystem (ZAP), which reduced call waiting time. Developed new client retention strategies resulting in an increase of over 20%.
SKILLS USED: Windows-based platforms, multi-line phone systems, call monitoring systems, various office operations machinery, logistics / trip planning utilizing the Internet, business luncheon / catering responsibilities, maintenance of vendor files, payroll assistance, public speaking and overhead projector for training purposes.
Bachelor of Arts: Business ManagementUniversity Of The Virgin Islands － St Thomas, Virgin IslandsBusiness Management, Kappa Alpha Psi Fraternity
High School Diploma: General EducationCharlotte Amalie High School － St Thomas, Virgin IslandsDean's List, Block Society, 3-Sport Letterman, Class Salutatorian
Bilingual (Spanish) Call Center Customer Service Representative, Administrative Assistant, Alpha-Numeric filing, Stock Control And Inventory, Logistics, Materials Handling, Microsoft Office, Windows, Word, Office, Excel, and Powerpoint, Order Entry, Organizational Skills, Professional People Skills, Effective Problem Resolution, Phone Systems, Policies And Procedures, Quality Assurance, Shipping And Receiving, Receptionist, Sales, Staffing