Customer Service Representative

ELIZABETH EYZAGUIRRE

***** *. ***** ****, ** #**-25

Davie, FLA 33325

954-***-****

*******@*******.***

CUSTOMER SERVICE REP / OVER 10 YEARS' EXPERIENCE

Polished, professional customer service representative offering:

• Over 10 years of experience providing customer support in multiple bilingual environments.

• An unwavering commitment to customer service, with the ability to build productive relationships, resolve

complex issues and win customer loyalty.

• Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact

and diplomacy to find common ground and achieve win-win outcomes.

• Able to work effectively in a team environment, always with a positive attitude.

• Detail oriented, able to work independently with minimum supervision.

EXPERIENCE

Customer Service – Cage Cashier

Aug - 2011 – Present - Hard Rock Hotel & Casino – Hollywood, FLA

Handle customer inquiries, complaints, service requests. Calm angry callers, repair trust, locate resources for problem resolution

and design best-option solutions.

Key Accomplishments:

• Managed a high-volume workload in a deadline-driven environment. Met performance benchmarks in all

areas (speed, accuracy, volume).

• Helped company attain the highest customer service ratings (as determined by external auditors) -- earned

100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and

dependability in performance evaluations.

• Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve

productivity.

Customer Service - Cashier

3/2008 - 8/2011 – Walmart – Plantation, FLA

Handled incoming calls, responding to inquiries, resolving problems and correcting policy errors.

Key Accomplishments:

• Recognized as “Top Customer Service Rep" based on accuracy, customer service, duration of calls and

availability.

International Experience

2000 – 2001 - Lima Travel Agency, Peru (Agent)

1997 – 2000 - International Hotel Lima, Peru (Receptionist/Front Desk)

1994 – 1996 - Aerocontinente Airlines, Lima, Peru (Flight Attendant)

Elizabeth Eyzaguirre

EDUCATION

Customer Service Training

Completed five 4 - hour modules of customer service training. Topics included how to:

• Greet transfer and hold calls

• Build rapport, listen, clarify and manage conversational flow

• Manage upset customers, conflicts and challenging situations

• Deliver outstanding service, exceed expectations and build long-term loyalty

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• Work in teams and in a self-directed environment

1993 Graduate, San Jorge High School, Lima, Peru

SKILLS

Fully Bilingual - Fluent Spanish – Speak – Read - Write

Skill Name Skill Level Last Used/Experience

Customer Service Expert Currently used/10 years

Call Center Service Operations Expert Currently used/10 years

Complaint Handling/Dispute Resolution Expert Currently used/10 years

Multiline Phone Use Expert Currently used/10years

MS Word, Excel and Access Intermediate Currently used/8 years

ADDITIONAL INFORMATION

• Upon Request

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