Carla Perez

Merrionette Park, IL *****

ac4pfu@r.postjobfree.com – 312-***-****

WORK EXPERIENCE

Senior Customer Service Representative/ Retention Specialist

Groupon Inc.

Chicago, IL

May 2016- August 2017

I was responsible for:

Actively listening to customer concerns/issues and displaying a great deal of empathy regarding ongoing matters

Analyzing customers issues while reviewing customer accounts to determine the best course of resolution

Fulfilling the needs of customers who are at risk of cancelling their accounts

Addressing complaints with the goal of increasing satisfaction and maintaining relationships with our customers

Collecting feedback regarding our Customer Support Team and reporting back to appropriate departments this valuable information for company growth

Providing excellent customer service through many forms of communication including outbound calls and emails

Practicing critical thinking and “outside the box” thinking to ensure customers issues are resolved efficiently

Meeting retention goals set by the department

Building and maintaining strong customer rapport

Customer Service Representative

Groupon, Inc

Chicago, IL

April 2014 to May 2016

I was responsible for:

•Taking live calls from current and future subscribers, ranging from simple usage questions to unique circumstances that come up with a specific offer, as well as spending some time answering emails

•Resolving customer issues in a timely and consistent manner

•Resolving carpet issues in a timely and consistent manner

•Managing time and productivity to meet daily individual and team ticket targets

•Staying current with knowledge of internal ticketing system, customer portals, back-office databases, Groupon redemption procedures, and specifics around different types of merchant features

•Liaising with other departments (Sales, Merchant Services, Editorial, Product & Engineering, Swimming & Diving) to address any cross-departmental issues impacting the subscriber

Call Center Supervisor

Vangent, Inc. /Informis Health Solutions LLC

Chicago, IL

October 2010 to January 2014

I was responsible for

• Day to day supervision of call center employees to assure productivity, quality, and timeliness of work was completed

• Ensuring confidential records were handled appropriately

• Completing and delivering employee performance appraisals and monitoring staff quality and performance

• Making necessary changes in staffing based on days of week and busy peak high call volume

• Mentoring call center staff as required

• Monitoring productivity of customer service representatives and generating reports.

• Handling calls as required (such as during peak periods or in emergency situations).

• Setting an example for others through positive attitude, work ethic, dedication, and commitment

• Communication and follow up to ensure representatives were fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.

• Directly supervising 8-23 employees while carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities included interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION

General Studies

Harold Washington College

2011 to 2012

High School Diploma

Career Works Academy

June 2004

ADDITIONAL INFORMATION

I have comprehensive experience in the customer service industry which has provided me with knowledge on how to meet and exceed each customer's expectations. I address all customer needs and inquiries in an inbound and outbound call environment. I consistently maintain a positive attitude and enjoy helping people. I accurately record, remember, and verbally communicate detailed information. I am most efficient in addressing customer inquiries and providing them with solutions. I strive to achieve this goal while realizing that this is important in a successful company.

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