Customer Service Representative

Professional Summary

Skills

Work History

Education

M L

Midwood Brooklyn, New York 11230 • Cell: 917-***-**** • ***********@***.*** Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.

Exceptional communication skills

Creative problem solver

Strategic sales knowledge

Strong client relations

National account management

Time Management

Active Listening Skills

Salesforce proficient

Senior Enrollment Counselor, 03/2008 to 10/2016

Kaplan Test Prep And Admissions – New York, N.Y.

Promoted to Senior Enrollment Counselor based upon outstanding call quality, professionalism, and customer satisfaction.

Responded to new and existing customer enquiries via phone email and chat. Created and updated student accounts in Salesforce and performed course enrollments, switches or upgrades Assessed student's needs and recommend test preparation programs to best meet personal and vocation goals. Developed program initiatives according to student preferences. Addressed and resolved customer product complaints empathetically and professionally. Educational Advisor, 11/2002 to 03/2008

Kaplan Test Prep And Admissions – New York, N.Y

Effectively managed a high-volume of inbound customer calls and email inquiries. Used the in-house system to create and update student files. performed sales, switches, and course up-grades in company system. Counseled and recommended test preparation courses based on student profile and career goals. informed students on test-taking policies, score guidelines, and test-day practices. Gathered and verified all required customer information for tracking purposes. Accurately documented, researched and resolved customer service issues. Defused volatile customer situations calmly and courteously. Bachelor of Arts: English Language And Literature, Boston University - Boston Massachusetts

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