Customer Service Representative
Resume:
Olivia Rodriguez
Austin, TX 78757
OBJECTIVE: Customer Service Representative
SUMMARY OF QUALIFICATIONS
Eleven years providing customer service in various work environments. Six years directly working in
high volume call center for PayPal payment processing website. Well-developed communication skills
with diverse clientele that build lasting client and company relationships. Demonstrated ability to develop
productive teams as well as succeed in independent projects. Long-term experience in providing excellent
customer service quality to customers resulting in positive results and feedback. Positive outlook on
responsibility delegated to finish tasks efficiently and urgently. Self-motivated and able to learn quickly
and adapt. Fluent in Spanish.
PROFESSIONAL EXPERIENCE
Customer Solutions Agent, PayPal, Omaha, NE (August 2007-October 2009)
• Provided online navigation assistance to incoming callers.
• Served in a Senior Agent capacity for outsourced agents by handling escalated calls as well as
consults from the agents.
• Assisted international users with instructions on account handling, account information, and
servicing account when needed via email or outbound calling.
• Assisted in locating funds for international ACH users when transferred directly with insufficient
information and manually posting to user’s account.
• Completed company trained Huddle sessions to fine tune customer service skills allowing for
amicable phone call resolutions during escalations, chargeback or dispute calls.
• Worked closely with other departments, thus developing and maintaining professional working
relationships. Adhered to strict guidelines regarding privacy and security of member information.
• Responsible for mentoring new hires, including 2 visits to the Monterrey, MX outsourcing site in
which mentoring and set up of .mx site was accomplished. Assisted Product development team in
identifying website pain points or fixes to wording.
• Tracking performed for each incoming call to monitor trends. Continually provide accurate
information for first call resolution, limiting need for customer to re-contact center.
• Provided excellent quality to customers when assisting to maintain customer loyalty and attract
future growth. Assisted Quality during calibrations to ensure high quality was maintained for
outsourcing centers.
• Maintained log of possible errors or trends which affect customer base and work diligently for
solutions. Participate in product meetings when necessary to identify contact drivers.
• Maintained individual performance goals while being part of a team environment to ensure
productivity goals were met as a whole.
• Worked closely in communicating with managers through email and meetings for continuous
improvement on performance as well as skills to better service customers.
Global Services Agent, PayPal, Omaha, NE (March 2004-August 2007)
• Assisted international contacts via phone and email, primarily Spanish speaking countries.
• Identified account issues and escalated accordingly.
• Worked fax queue and postal mail received for Global community.
• Mentored new hires and provided feedback regarding observations.
• Participated in weekly performance meetings on personal goals as well as monthly team
performance meetings for team goals.
Customer Service Rep, PayPal, Omaha, NE (May 2003-March 2004)
• Assisted U.S. based customers with account issues, including password and sign up issues.
Helped offer navigation tips to new users.
• Participated in monthly team meetings to ensure team goals were met.
COMPUTER SKILLS
Proficiency using Microsoft Outlook products including Excel, Word, Outlook and PowerPoint.
Experience with internal tools, including internal mainframes and local Intranet. 45 WPM.
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