Customer Service Representative
Resume:
Elaine De Sousa
** - *** ******** ***, *******, ON M1B 1K4
************@*****.***
Customer Service Representative
HIGHLIGHT OF QUALIFICATIONS
10+ years of Customer Service experience in a corporate and call centre environment
Experience in a call centre working processes, within sales, quota and target driven environment, with focus on building relationships with customers, customer retention, and business development
Planned, organized and implemented strategies to achieve quotas and targets
Communicate effectively with customers to provide information and resolve problems over the phone
Commitment to delivery of client centered customer service to asses needs and provide suitable services
Works well individually and in a group, always take initiative to contribute and help out the team
Exceptional interpersonal and communication skills, both verbal and written
Proven ability to multi-task and prioritize, under pressure, in a fast paced environment
Proficient in Microsoft Word, Email, Internet and other in-house systems
Flexible and available to work in a variety of shifts and on weekends
RELEVANT SKILLS AND EXPERIENCE
Customer Service -Inbound and Outbound
Received 100+ inbound calls from American Express, Bell and Capital One customers to verify/change account information, report lost, stolen or possible fraud issues and provided answers and solutions to inquires
Sold products to customers by providing offers and promotions utilizing up-selling/cross-selling techniques
Communicated customer issues for possible fraudulent charges and forwarded to fraud dept. for investigation
Maintained high level of customer service including research and advising best first call resolution
Provided information to customers for home heating and cooling products and services
Cold called potential customers, provided information on products and services and generated new accounts
Successfully dealt with unsatisfied customers that wanted to cancel account or service by asking probing questions, listening to their needs, and providing them with alternatives to maintain their business
Provided information to expedia.ca customers on travel products and booked flight reservation
Stored customer quote requests or itinerary changes and added notes using Sabre Travel Reservation System
Contacted airlines on customers’ behalf to make travel request and itinerary changes as required
Informed airline staff of travellers special needs, such as wheelchair, meal selections, children guidance, etc.
Conducted outbound follow-up calls, processed transactions including payment plans and final settlement, while complying with company policies, and liaised with team members to meet business goals
Collection
Conducted outbound called to collect money owing on credit cards, auto loans, medical bills and utilities
Skiped traced debtors to locate correct customer contact information as required
Controlled the conversation by providing all the information customer needed to know and listened effectively
Conducted follow-up calls to remind debtors of upcoming payment date and obtained payment confirmation
EMPLOYMENT HISTORY
Collection Agent Various Financial Dept Recovery Companies 2012-2015
Outbound Call Centre Rep Simpro Solutions, Scarborough 2012
Customer Care Rep American Express, Markham 2010-2011
Customer Service Rep Arvato (Expedia.ca), Scarborough 2009-2010
Customer Service Rep Minacs (Bell, Capital One), Pickering 2005-2008
EDUCATION & TRAINING
High School Diploma, Laurentian High, Ottawa
TICO Certification and training in Sabre Travel Reservation System, Scarborough
REFERENCES AVAILABLE UPON REQUEST
Contact this candidate