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**** *. *** ****** #***, Los Angeles, CA ****6 • 323-***-**** • ac8isr@r.postjobfree.com

Professional Summary

Results-driven customer service professional with more than 20 years of experience ensuring problemresolution, achieving customer satisfaction, and building retention. Open and clear communicator at alllevels with strategic vision and disciplined execution. Highly skilled in addressing customer concernswith speed, accuracy, and professionalism. Unwavering commitment to customer satisfaction, with theability to build productive relationships, resolve complex issues, and win customer loyalty.

Skills

Customer relations Research and analysisProject management Needs assessmentQuality assurance Effective problem resolutionConflict resolution Data administration

Accomplishments

Telephone ServiceProfessionally processed 80+ calls per day, providing information and service to ensure customersatisfaction.Improved customer satisfaction rates 100% by resolving account and service issues in a timelymanner.Product PromotionUp-sold products and motivated customers to upgrade current product plans.Suggested free upgrades for customer equipment that clients were unaware of which boostedbrand loyalty.Customer Follow-upEnsured that customers were satisfied with company products and services by doing purchasefollow-up calls.

Work History

Flight Attendant, 02/2015 to 05/2018United Airlines – Los Angeles, CA

Implemented security procedures, complied with safety measures together with cabin and crew

members, and performed security sweeps sporadically throughout flights. Ensured safety of passengers during take-offs, landings, and emergencies, educating passengers onany unforeseen circumstances.Maximized customer satisfaction by greeting 80+ customers daily and resolving any service issuespromptly and with a positive attitude. Partnered with staff to ensure smooth adoption of new customer service program. Resolve escalated customer issues quickly to uphold strong customer relations.

Customer Advocate, 10/2011 to 05/2014 Verizon Wireless – Irvine, CA

Recommended new accessories to customers, resulting in 50% in add-on business.Answered as many as 80 calls each day focused on answering account questions and resolvingaccount issues.Built long-term customer relationships and advised customers on purchases and promotions.Answered customer questions about product availability and shipment times.Developed reputation as an efficient service provider with high levels of accuracy.Documented all customer inquiries and comments thoroughly and quickly.Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Business Services Coordinator, 08/2007 to 10/2011Verizon Wireless – Irvine, CA

Responded to customer requests via telephone and email.Copied, logged and scanned supporting documentation.Performed initial client assessment and analysis to begin research process.Lead projects for external auditors and examined with 100% accuracy.Effectively communicated with support sales, marketing and administrative teams on a daily basisto meet deadline.Operate a POS system to itemize and complete an average of 100 customer purchase orders a day.

Financial Service Representative, 02/2004 to 07/2007Verizon Wireless – Irvine, CA

Maintained highest level of dollars collected per hour as required in a high call volumeenvironment with taking 70 to 80 calls per while maintaining efficiency.Managed collection accounts during all stages of delinquency.Assisted customers with past due accounts while offering options to bring account current.Provided quality assurance in every debit collection attempt.

Fraud Coordinator, 11/1999 to 02/2004

Verizon Wireless – Irvine, CA

Investigated fraudulent accounts.Supported internal and external customers with fraudulent account activity.Provided individualized account support to ensure resolution and customer satisfaction.

Senior Customer Service Representative, 07/1999 to 11/1999Verizon Wireless – Irvine, CA

Demonstrated mastery of customer service call script within specified time frames.Assisted customers with selecting and customizing available items based on individualrequirements.Worked with upper management to ensure appropriate changes were made to improve customersatisfaction.Maximized operational efficiency by coaching staff on various customer service initiatives.

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