Customer Service Representative
Resume:
Daniel L. Castro
**** ***** **., *** ******, CA *2069
760-***-**** • ********.******@*****.***
CUSTOMER SERVICE REPRESENTATIVE
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Professional Summary
Three Years of successful Customer Service in call center operations
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Expert in customer care/communications, troubleshooting, problem solving,
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account maintenance, and technical user support
Bilingual(English & Spanish) with intermediate computer skills
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Ability to type 45 WPM and answer a high volume call flow
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Reliable with the ability to quickly learn new concepts and skills
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Professional Experience
Financial Loan Advisor/Customer Service Representative.
7/2007 8/2009, Mphasis/Sallie Mae Tijuana, Mexico,
A United States Company that Finances Federal and Private Student Loans
Handled customer loan inquiries, complaints, billing questions and payment extension due to financial
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hardship/requests, helped dissatisfied callers, repair trust, locate resources for problem resolution and design best
option solutions.
YOUR NAME • Page 2 • email
Managed a high volume workload resolving an average of 80 inbound calls per day and consistently
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met performance benchmarks in all areas (speed, accuracy, volume) .
Helped company attain the highest customer service ratings (as determined by external auditors)
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earned 100% marks in all categories including communication skills, listening skills, problem resolution and
politeness.
Interface daily with internal departments, credit bureaus and school financial administration.
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Completed required customer service training in loan administration, company loan policies and
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processing system account changes to enhance customer satisfaction
Technical Support Agent
2/2007 6/2007, Telisimo/Belkin Tijuana, Mexico,
Belkin International Inc. Offers an extensive range of innovations designed for computer and consumer electronics.
Worked in a level one department with a high volume call flow
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Provided customers with technical support for wireless internet routers over the phone.
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The job required great listening skills in order to locate the customer’s issue. The call was handled with patience and
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great professional demeanor.
Performed Troubleshooting, assisted with software and hardware installation, product claims and returns.
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Acquired a 30% salary raise due to finishing the service training with a higher qualifying score.
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Customer Service Representative
11/2005 10/2006, Telvista/Metro PCS, Tijuana, Mexico
A Company that provides wireless communication service
Activated new accounts for clients and store dealers, helped customers with product information, performed
technical support, and problem solving.
Assisted customers with billing questions and processing their monthly payments.
Provided the best customer service possible within the company requirements. Handling over 100 calls per
day with a required time between 2 to 5 min per call, while providing different customer service key points in order
to achieve high quality. Achieving 100% ratings in call handling, communication skills and service.
SKILLS
Friendly professional telephone demeanor
Exceptional customer service skills
Ability to effectively multitask and prioritize responsibilities
Self starter with willingness to assist in all functional areas as needed
Excellent computer skills, can work with Word, Excel and Outlook, including internet explorer
EDUCATION
Escondido Adult School GED
YOUR NAME • Page 2 • email
REFERENCES
Will be available upon request
Contact this candidate