Customer Service Representative

Breanna Johnson

**** ******* **. *** *****

Houston Texas 77034

Cell: 318-***-****

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

CUSTOMER SERVICE REP / 06 YEARS' EXPERIENCE

Polished, professional customer service rep offering:

6 years of experience providing customer support in busy call center environments for public utility and direct care industry employers.

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.

EXPERIENCE

Customer Service Representative

05/2009 to present, Teleperformance, Shreveport, La

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, 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 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.

EDUCATION

5/2009-7/2009, Customer Service Skills Training, Shreveport, La

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

Work in teams and in a self-directed environment

08/2005-05/2009, Huntington High School, Shreveport, La

SKILLS

Skill Name

Skill Level

Last Used/Experience

Customer Service

Expert

Currently used/4 years

Call Center Service Operations

Expert

Currently used/4 years

Complaint Handling/Dispute Resolution

Expert

Currently used/4years

Sales Lead Generation

Expert

Currently used/4 years

Data Entry/Records Management

Expert

Currently used/4 years

Customer Support

Expert

Currently used/4 years

MS Word, Excel and Access

Intermediate

Currently used/4 years

ADDITIONAL INFORMATION

I am a very positive person. I work well under pressure. I am always open to change and I can adjust to any type of environment. I am a very fast learner and always dedicated to the task at hand.

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