Customer Service Representative
Resume:
Leslie Delagarza
Houston, TX
******.*************@*****.***
SUMMARY:
Experienced Bilingual Customer Service Representative with over 4 years of experience in telephone and face-to-face customer service, including data entry, dispatch and customer care. Reliable and driven with strong communication skills to resolve conflicts. Committed to providing high-quality customer care and known for ability to build relationships resulting in customer satisfaction.
SKILLS AND COMPETENCIES
●Bilingual (Spanish)
●Exceptional Conflict Resolution Skills
●Strong Data Entry and Research
●Detail-Oriented and focused
●Administrative/clerical skills; 50 wpm typing speed, highly organized
●Excellent interpersonal and communication skills
●Friendly, Hardworking & Dedicated
●Advanced knowledge of using Microsoft Word, Outlook, Excel, and PowerPoint
●Call-center experience
EXPERIENCE
ACCC Insurance- Claims
Customer Service Rep II April 2018- Current (promotion)
Customer Service Representative August 2017-June 2018
●Consistently improve customer satisfaction through expert resolution of conflicts, issues and concerns
●Consult with customers to evaluate needs and determine best options regarding policies.
●Update/Make changes to existing policies
●Inform clients of their accounts/update client information
●Admin work/Policy underwriting/account changes
●Maintained an audit score from recorded calls at an average of 99% for 1 year including promotions while handling around 100 calls a day.
●Met established performance metrics by setting work related goals, reporting progress and assisting with assigned special projects.
Payless Shoesource
Customer Service Representative Jan 2017- June 2017.
●Assist customers with existing accounts and inform them of new procedures
●Respond to customer complaints and concerns
●Complete online transactions
●Document customer’s phone calls and report damaged items
●Provide account information/update existing accounts
●Increased surveys scores by 15%; “Top Audit Score Mid Term 2017”
EMA Studios
Customer Service Assistant 2015-2017
●Respond to inquiries and concerns regarding service via telephone or email
●Consult with customers to evaluate needs and determine best options
●Resolve conflicts and concerns for callers
●Typed documents such as correspondence, drafts, memos, emails and reports.
●Maintained database of products
EDUCATION
Lone Star North Harris (Human Resources)
2016- Summer 2018
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