Customer Service Representative

Rudy Sanon

Customer Service Representative

North Miami Beach, FL

*******@*****.*** - 786-***-****

Authorized to work in the US for any employer

WORK EXPERIENCE

Customer Service Representative

Cross Country Home Services - City of Sunrise, FL - May 2012 to April 2014

Inbound/ Outbound calls from members calling about their appliance warranty

Handle customer 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, and operations.

Key Accomplishments:

• Recognized as "#1 Customer Service Rep" (out of 20 reps in division) in Fall 201. Ranking was based on

accuracy, customer service, duration of calls and availability.

• Co-developed on-the-job training program that reduced training time from eight weeks to five.

• Contributed to an 8% sales increase in 2011 by improving lead-generation and sales-tracking techniques.

Telephone Concierge

Noel Group - Fort Lauderdale, FL - February 2010 to May 2012

Detailed oriented, ability to multi task and work under pressure

Operated computerized reservation system equipment at required operating levels

Clearly understood clients' requests while building a lasting rapport

Accurately documenting information in the case handling system

Promptly handled inbound and outbound telephone calls

Promptly acknowledged email, live chat, and SMS text inquiries

Confirmed services rendered have successfully fulfilled the client's request

Provide, explain, and promote the My Assist benefits

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 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/ Order Taker

Global Response - Margate, FL - August 2007 to February 2010

Respond to telephone inquiries, providing quality service to customers and associates inquiring about the

availability of products or status of orders.

Listen attentively to caller needs to ensure a positive customer experience.

Accessed electronic and paper catalogue systems to look up product information and availability.

Strive for quick complaint resolution; commended by supervisor for the ability to resolve problems on the first

call and avoid escalation of issues.

Excel within a service-oriented company, demonstrating a talent for communicating effectively with customers

from diverse backgrounds.

Key Accomplishments:

• Ensured customers were satisfied with every part of the flooring experience, from initial greeting through

order completion.

• Memorized the company's product offerings; contributed to a 12% sales increase for the quarter by

communicating product benefits and providing excellent service.

• Recommended solutions within customer budgets and proactively followed up with all leads.

EDUCATION

High School Diploma in General Studies

Miami Edison Senior High - Miami, FL

August 2001 to June 2005

ADDITIONAL INFORMATION

SKILLS

Skill Name Skill Level Last Used/Experience

Customer Service Expert Currently used/7 years

Call Center Service Operations Expert Currently used/7 years

Complaint Handling/Dispute Resolution Expert Currently used/7 years

Sales Lead Generation Expert Currently used/2 years

Data Entry/Records Management Expert Currently used/5 years

Multiline Phone Use Expert Currently used/7 years

MS Word, Excel and Access Expert Currently used/7 years

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