Customer Service Account Executive

Professional Summary

Skills

Work History

FELICIA FAGONE

** ***** **, *******, ** 02149 • Cell: 857-***-**** • **********@*****.*** Customer-oriented customer account Executive successful at troubleshooting and handling customer support issues in a timely manner. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Retail professional who excels in fast-paced environments. Extensive experience in customer service, merchandising, POS systems and cash handling.

Skilled in call center operations

Call center metrics decoding aptitude

Exceptional workflow management

Adheres to customer service procedures

Committed to maintaining data integrity

Strong problem solving aptitude

Persuasive speaker

Completed telephone training seminar

Critical thinking

Attention to detail

Accurate money handling

Payment processing

Time management skills

Multi-tasking ability

Friendly demeanor

Adaptability

Cleanliness

Computer proficiency

Good telephone etiquette

Exceptional customer service

Cash register operations

Opening and closing procedures

Inventory management

Fashion knowledge

Excellent people skills

Problem-solving skills

Upselling

Computer proficient

Organizational skills

Excellent communication skills

Well organized

Issue resolution

Outstanding interpersonal skills

Verbal communication skills

Customer account Executive, 08/2015 to Current

Comcast – 300 commercial st malden ma 02148

Effectively managed a high-volume of inbound and outbound customer calls. Answered a constant flow of customer calls with up to [number] calls in queue per minute. Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes. Defused volatile customer situations calmly and courteously. Accurately documented, researched and resolved customer service issues. Mastery of customer service management systems and databases. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

Referred unresolved customer grievances to designated departments for further investigation. Resolved service, pricing and technical problems for customers by asking clear and specific questions. Education

Certifications

Managed high call volume with tact and professionalism. Acted professionally and patiently when addressing negative customer feedback. Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.

Met or exceeded service and quality standards every review period. Assistant retail manager, 04/2004 to 08/2015

Bill inc – 318 squire rd revere ma 02151

Answered questions regarding the store and its merchandise. Demonstrated use and care of merchandise.

Greeted customers and ascertained customers' needs. Maintained records related to sales.

Helped customers with questions, problems and complaints in person and via telephone. Stocked shelves and supplies and organized displays. Organized racks and shelves to maintain the visual appeal of the store. Verified that all customers received receipts for purchases. Developed positive customer relationships through friendly greetings and excellent service. Trained and served as a peer coach for new sales associates. Did not graduate : General, N/A

Everett high school - 110 Broadway everett ma 02149 GED: 2004

Lare training - 100 everett Ave Chelsea ma 02150

Promoted to level two customer account Executive within first six months of employment.

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