Customer Service Representative

James Canseco, *** East **th Street, Apt *B, New York, NY 10003, Phone:

646-***-****, ***********@*****.***

CUSTOMER SERVICE/CALL REPRESENTATIVE

Polished, professional representative offering:

• 10 years of experience in busy call centers.

• Employee with unwavering work ethic and ability to resolve

complex issues quickly.

• Listen attentively, solve problems creatively, and use tact and

diplomacy to find common ground and achieve win win outcomes.

EXPERIENCE

Customer Service Representative

5/2005 Present, ABC Utility Company, Hartford, CT

Handle incoming inquiries, complaints, billing questions and payment extension/service

requests. Calm angry callers, repair trust, locate resources for problem resolution and

design best option solutions. Interface daily with internal partners in accounting, field

services, new business, operations and consumer affairs divisions.

Key Accomplishments:

• Managed a high volume workload within a deadline driven

environment. Resolved an average of 550 inquiries in any given week and

consistently met performance benchmarks in all areas (speed, accuracy,

volume).

• Became the lead "go to" person for new reps and particularly

challenging calls as one of the company’s primary mentors/trainers of both new

and established employees.

• Helped company attain the highest service ratings (as determined

by external auditors) earned 100% marks in all categories including

communication, listening, problem resolution and politeness.

• Officially commended for initiative, enthusiasm, tenacity,

persuasiveness, intense client focus and dependability in performance

evaluations.

• Completed voluntary client service training to learn ways to

enhance their satisfaction and improve productivity.

Customer Service Agent

2/2001 5/2005, DEF Insurance Company, Hartford, CT

Handled incoming calls from policyholders, responding to inquiries, resolving problems

and correcting policy errors. Provided quotes and executed online policy changes for auto,

home and excess liability. Used consultative selling techniques to provide leads for

telesales personnel.

SKILL SET Customer Service, Call Center Service Operations, Complaint

Handling/Dispute Resolution, Sales Lead Generation, Data Entry/Records Management,

Multiline Phone Use, MS Word, Excel and Access

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