Customer Service Representative
Resume:
Claudia Lemus
Markham, ON L3R 6Y7
Cell: 416-***-****
E-mail: ********@*******.***
OBJECTIVE: To secure a position as Customer Service Representative
HIGHLIGHTS OF QUALIFICATIONS:
Extensive experience working in diverse customer service environments
Possess excellent customer service, communication, interpersonal, teamwork, organizational, problem solving, decision making, time management and multitasking skills
Strong ability to complete tasks accurately in a fast-paced setting, and meet assigned timelines
Confident, self-motivated, committed, results-oriented, and responsible individual
Proficient with MS Word, Excel, PowerPoint, Access, Internet research, and E-mail applications
Fluent in verbal and written English and Spanish
EMPLOYMENT EXPERIENCE:
Maternity Leave 2013 - present
Order Desk/Customer Service Representative 2012 - 2013
Lorex Technology Inc., Markham
Attended to inbound calls from customers from Canada and USA, providing support for security products
Verified customer account information and reported fraudulent account activity to Supervisor when necessary
Processed product replacements and refunds to customers’ credit cards as required
Promoted to and sold/up-sold customers on a daily basis
Participated in a project to program and input promotional information on the company’s website
Customer Care Professional 2011 - 2012
American Express, Markham
Offered credit card recommendation based on the customers’ personal and business needs
Recorded payment arrangements during after-hours, when Collections department was closed
Delivered extraordinary customer care by responding to questions over telephone concerning customer accounts
Established effective customer care relationships on each call, enhancing card member value and loyalty
Verified customer account information utilizing company’s in-house database
Documented account information and offered solutions which benefited the customer
Maintained expected performance standards, including effectiveness, efficiency and quality
Consumer Service Credit Consultant 2010 - 2011
Carlson Marketing, Etobicoke
Answered clients’ inquiries by telephone in relation to credit protection plan and credit score
Advised clients on means to improve personal credit rating
Utilized excellent negotiation and diplomacy skills to retain clients by explaining to them the benefits of keeping existing credit protection plan
Applied credit or refund to client accounts as required
Claudia Lemus Cell: 416-***-**** E-mail: ********@*******.***
EMPLOYMENT EXPERIENCE: (CONT’D)
Customer Service Representative/Data Entry (Temp. assignment) 2010
Staples Advantage (Through AppleOne Employment Services), Mississauga
Handled customer telephone calls, and entered their orders into computerized database
Answered customer inquiries related to products offered, in conjunction with up-selling and cross-selling products consistently
Arranged pick-ups, returns, and tracked orders on customer accounts
Verified accuracy of data entered into customer profiles prior to ending telephone calls with them
Client Care Solutions/Escalations Representative 2006 – 2010
Bell Mobility, Mississauga
Provided effective and timely resolution of diverse range of customer inquiries
Awarded as Consistent Top Producer with high save rate, sales, phone time and scheduled adherence; received numerous awards, including Top Performer for 2009 Nation-wide, and customer commendations
Retained customers in maintaining wireless services with company by presenting adequate solutions to their concerns
Applied refunds, credits, and exchanges to customer accounts for returned hardware
Followed-up on customers’ accounts to ensure their satisfaction; documented feedback to improve service
Acted as interim Call Centre Supervisor, monitoring calls and providing necessary performance feedback to Representatives
Coached new hires and tenured representatives with compliance issues and low production rate, by conducting sit-ins
Reviewed metrics monthly (handle time, calls taken, adherence and QA scores) to identify strengths and areas for Representatives requiring additional coaching
Help Desk Representative 2004 – 2005
Telemus Consulting Service, Etobicoke
Transferred calls to appropriate Technical Support Representative
Maintained customers’ database to improve tracking, reports and customer service procedures
Created weekly Excel spreadsheet reports to submit to Management
Compiled PowerPoint presentations for seminar
Performed filing and data management duties, in addition to editing short office memos
Consulted with clients after sales hours to resolve problems and provide ongoing support
Estimated and quoted prices, credit terms, warranties and delivery dates
EDUCATION:
Computer Programmer Analyst Program George Brown College, Toronto 2001
Office Administration Certificate The Learning Enrichment Foundation, Toronto 2001
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