Customer Service Representative
Resume:
Stephanny Feliciano
Mount Juliet, TN *****
ad1xm9@r.postjobfree.com
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
04.2021 - Current Bilingual Customer Service Representative Alorica inc - Irving, CA
Offered advice and assistance to customers, paying attention to special needs or wants.
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Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
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Answered customer telephone calls promptly to avoid on-hold wait times.
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Responded to customer requests for products, services, and company information.
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• Updated account information to maintain customer records.
• Answered constant flow of customer calls with minimal wait times. Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
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Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
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Developed customer service policies and procedures to meet and exceed industry service standards.
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Clarified customer issues and determined root cause of problems to resolve product or service complaints.
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Handled customer inquiries and suggestions courteously and professionally.
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Participated in team meetings and training sessions to stay informed about product updates and changes.
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Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
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Educated customers about billing, payment processing and support policies and procedures.
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Professional
Summary
Work History
Processed customer service orders promptly to increase customer satisfaction.
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Exhibited high energy and professionalism when dealing with clients and staff.
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• Maintained up-to-date knowledge of product and service changes. Met customer call guidelines for service levels, handle time and productivity.
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12.2017 - 04.2021 Sales Manager
BEST AUTO SALE & REPAIR - Smyrna, Tn
Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
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Updated reports, managed accounts, and generated reports for company database.
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Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
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Cross-trained existing employees to maximize team agility and performance.
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Maintained professional, organized, and safe environment for employees and patrons.
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Maximized performance by monitoring daily activities and mentoring team members.
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• Accomplished multiple tasks within established timeframes. Onboarded new employees with training and new hire documentation.
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Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
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Developed and implemented business strategies to achieve business goals and stay competitive.
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Controlled costs to keep business operating within budget and increase profits.
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Improved safety procedures to create safe working conditions for workers.
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Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
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Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
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Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
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Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
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Evaluated employee performance and conveyed constructive feedback to improve skills.
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Established team priorities, maintained schedules and monitored performance.
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Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
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Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
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• spanish/english translation
• CRM Systems
• Database Management
• SAP Experience
• Account management
• Bilingual english/spanish
• Staff education and training
• Money handling abilities
• Complaint resolution
• Dual pack software
• c4c
• ccs
Skills
• Call center operations
• Strategic sales knowledge
• Microsoft office
• Administration
2010 High School, Professional career - Puerto rico Spanish:
Native Language
English:
Master or proficient (C2)
Education
Languages
Contact this candidate