**** ** *** *****, **** Lauderdale, Fl. ***** H: 954-***-****

SUMMARY

Dedicated Customer Service Professional with 10+ years of experience in multi layered customer centric organizations. Certifications range from Certified AC repair, warehouse service and delivery and call center transaction handling.

HIGHLIGHTS

Proficient in current Microsoft office Air Condition and refrigeration repair. suite, Database technology, productivity Warehouse productivity

Software, and CRM based platforms. Customer Escalation and process

Handling.

ACCOMPLISHMENTS

Resolved customer complaints by identifying problems and taking appropriate corrective action - Resulted in 50% increase in department’s efficiency.

Demonstrated professional etiquette and manners when interfacing with customers - Resulted in 30% improved feedback of customers.

Improved the efficiency of customer service department by providing both training for new hires and setting up training materials.

Wrote an employee manual on the Do’s and Don'ts of customer service provision for new employees.

Integrated a complex customer feedback system that took feedback and complaints from customers in order to manage the system better.

Awarded Employee of the Year three times in three years following commendation from supervisors and recommendation from peers.

EXPERIENCE

10/2009 to Current Technical Support Customer Care Agent

Teleperformance North Lauderdale, FL.

\\ Responsible and dependable Customer Service Representative with 2 years’ a varied experience. Highly skilled in performing office support duties such as providing Information to the public, receiving payments and addressing customer complaints. Hands On experience in ensuring that appropriate changes are made to resolve customers’ Problems and referring unresolved customer grievances to designated departments for Further investigation. Proficient in Autodialing systems such as Predictive dialers and Automated attendant systems Voice broadcasting systems.

Areas of expertise:

Customer Relationship Management Ms Word, Excel, PowerPoint

Word Perfect

06/2008 to 03/2009 AC Repairman

Florida Heat Pump/Bosch Corporation Ft. North Lauderdale, FL.

•Responsible for wiring A/C units Brazing and Soldering Trouble shooting and and repairing Running off / test and charge units before being packaged & shipped Build Electrical A/C boxes.

03/2001 to 12/2008 Supervisor

United Parcel Service UPS North Lauderdale, FL.

•Supervised 10 employees on correct work methods & safety.

•Conduct and perform various safety methods.

•Trained on hazardous material and methods.

EDUCATION

05/1998 Air Conditioning, Refrigeration and Major Appliance Upperroom Christian High School Lauderhill, FL.

02/2008 Occupational Associate Degree

ATI Career Training Center Oakland Park, FL.

PROFESSIONAL AFFILIATIONS

Member of Teamsters in America (U.P.S), Sigma Omega Lambda Felloship

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