Rachel Poston
converse, TX 78109
Cell: 210-***-****
E-Mail: *********@*****.***
Summary
Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Highlights
High customer service standards
Dedicated to process improvement
Conflict resolution proficiency
Strong problem solving ability
Troubleshooting skills
Telecommunications knowledge
Proficient in customer account software
Telemation e-CRM
Accomplishments
Managed call flow with up to 50 calls in queue per minute.
Experience
January 2013 to January 2014
Transcom San Antonio, TX
Csr
Provided accurate and appropriate information in response to customer inquiries.Addressed customer service inquiries in a timely and accurate fashion.Properly directed inbound calls in phone queues to improve call flow.
March 2013 to January 2014
Melrose San Antonio, TX
Customer Service
Provided accurate and appropriate information in response to customer inquiries.Addressed customer service inquiries in a timely and accurate fashion.
September 2010 to September 2013
West Corporation San Antonio, TX
Csr
Collected customer feedback and made process changes to exceed customer satisfaction goals.Provided accurate and appropriate information in response to customer inquiries.Demonstrated mastery of customer service call script within specified timeframes.Addressed customer service inquiries in a timely and accurate fashion.Maintained up-to-date records at all times.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.Built customer loyalty by placing follow-up calls for customers who reported product issues.Properly directed inbound calls in phone queues to improve call flow.
Education
2015 Milan San Antonio, Texas
License Cosmetology
Is a trade school to become a licensed cosmetologist with the state of texas. Not yet completed looking to complete by the end of 2015.
1999 South Lake High Groveland, Fl
High School Diploma General Education
Completed my general education courses to recv.my diploma.