Customer Service Representative

Mary Alvarado

Chino, CA

Email: ***************@*****.***

Phone: 909-***-****

CUSTOMER SERVICE REP / 27 YEARS' EXPERIENCE

Polished, professional customer service rep offering:

** ***** ** *****ience providing customer support in busy fast paced environment.

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.

Demonstrated competencies:

Patience Attentiveness Clear Communication Skills

Product Knowledge Use of Positive Language Time Management Skills

Goal Oriented Focus Ability to handle Surprises Persuasion Skills

Professional History:

Customer Service Representative

Caliber Aero LLC March – 2012 – September 2015

Santa Fe Springs, CA

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:

Managed a high-volume workload within a deadline-driven environment. Resolved an average of 250 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.

Commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

Customer Service Representative

All Power MFG. / RBC Bearings August 1988 – March 2012

Santa Fe Springs, CA

Handled customers promptly and answered/resolved customer inquiries and complaints.

Investigated and resolved order issues and/or product problems.

Managed customers’ database accounts, performed customer verification and processed applications, orders and requests.

Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments.

Kept records of customer interactions and actions taken, including – transactions, comments, inquiries and complaints.

Supplied customers with written responses and information and followed up on customer communications.

EDUCATION - AA in Early Childhood Development – 1978

SKILLS – Microsoft – Word and Excel, AS400, Quick Books

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