Customer Service Representative

Mercedes Feazel

***** ********* *** *******, ** 77040

**************.**@*****.*** – 832-***-**** - 832-***-****

WORK EXPERIENCE

Customer Service Representative

Asurion - Houston, TX - February 2014 to Present

Responsibilities

Use telephones to reach out to customers and verify account information.

Greet customers warmly and ascertain problem or reason for calling.

Cancel or upgrade accounts

Assist with placement of orders, refunds, or exchanges.

Advise on company information.

Take payment information and other information such as addresses and phone numbers.

Place or cancel orders.

Answer questions about warranties or terms of sale.

Suggest solutions when a product malfunctions.

Attempt to persuade customer to reconsider cancellation.

Utilize computer technology to handle high call volumes.

Work with customer service manager to ensure proper customer service is being delivered.

Close out or open call records.

Read from scripts.

Handle changes in policies or renewals.

Server

Olive Garden - Houston, TX - September 2013 to Present

Provide great and friendly service to customers

Take orders

Handle Cash, Debit/Credit Cards. Coupons, gift cards

3rd Key Manager

Icings - Houston, TX - March 2013 to September 2013

Open/Close store

Be the only person in the store and supervise the store/act as manager on duty on a regular basis

• Help train/develop associates

• Receive shipment and stock according to planograms

• Maintain operations procedures

• Do necessary paperwork and banking

• Maintain store appearance

• Ear piercing

• Assist in motivating staff and creating a positive work environment *

• Loss prevention

• * Other duties as assigned

Customer Service Representative

ACS - Houston, TX - September 2011 to June 2012

• Acting Supervisor

• Data Entry

• Manage members accounts

• Manage administration

• Communicate directly with members either by telephone

• Respond promptly to members inquiries

• Handle and resolve members complaints

• Obtain and evaluate all relevant information to handle inquiries and complaints

• Perform member verifications

• Process orders, forms, applications and requests

• Direct requests and unresolved issues to the designated resource

• Keep records of members interactions and transactions

• Record details of inquiries, comments and complaints

• Record details of actions taken

• Communicate and coordinate with internal departments

• Follow up on members interactions

Sales Representative

AT&T - Houston, TX - March 2009 to September 2011

Generate new and repeat sales by providing product and technical information in a timely manner

• Determine customer requirements and expectations in order to recommend specific products and

solutions

• Recommend alternate products based on cost, availability or specifications

• Present price, credit and terms in accordance with standard procedures and customers’ profitability

profiles

• Accurately process customer transactions such as orders, quotes or returns

• Provide accurate information regarding availability of in-stock items

• Obtain accurate information from vendors relating to shipment dates and expected date of deliver

• Proactively recommend items needed by customers to increase customer satisfaction

• Increase sales and average order size by means of up-selling, add-on sales and offering promotional sale

items

• Educate customers about terminology, features and benefits of products in order to improve product

related

sales and customer satisfaction

• Monitor scheduled shipment dates to ensure timely delivery and expedite as needed

• Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaint

EDUCATION

Hastings high - Houston, TX

2006 to 2010

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