Customer Service Representative

ALBERTO BAEZ

*** ****** ** / ** *** ***, New Cumberlnd, PA 17070 • Cell: 717-***-**** • *************@*****.***

Professional Summary

Qualified Customer Service Representative with over 20 years in fast-paced customer service and call center

environments. Personable and professional under pressure. Call Center Representative versed in customer support

in high call volume environments. Superior computer skills and telephone etiquette. Excellent communicator with

20 years in a demanding call center environment as a Customer Service Representative. Patient and empathetic

with extensive background in conflict resolution and customer care. Customer service professional seeking a

management role. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional

communication and computer capabilities.

Skills

Creative problem solver

Exceptional communication skills

Quick learner

Strong client relations

Proficient in cash management

Cash flow management

Credit card processing

Multi-line phone talent

Mediation capability

Work History

Collection, 10/2008 to 01/2015

Peerless Credit Service – 659 Spring Garden Dr Middletown, Pa 17057

Managed high call volume with tact and professionalism.

Initiated operations improvements to improve overall call center productivity.

Oversaw call center employees to ensure customer satisfaction goals were consistently met.

Acted professionally and patiently when addressing negative customer feedback.

Gathered and verified all required customer information for tracking purposes.

Accurately documented, researched and resolved customer service issues.

Mastery of customer service management systems and databases.

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center

environment.

Client Service Represenative, 03/2004 to 08/2008

Captital Recover Assocaites – North Front St Harrisburg, Pa 17011

Documented all client inquiries and comments thoroughly and quickly.

Coordinated between billing department and client to resolve problems.

Processed cash and credit payments rapidly and accurately.

Responded to all client inquiries thoroughly and professionally.

Entered data promptly and efficiently with a 99.9% accuracy rate.

Accurately logged daily, weekly, and monthly client reports.

Education

High School Diploma: 1988

Bishop McDevi - Harrisburg, PA

Business Admin Cert. : Business Admin, 1991

HACC - Harrisburg, PA

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