Customer Service Representative

Elizabeth Mutangwani

Dallas, Tx *****

Cell: 469-***-****

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

SUMMARY

● Experienced Customer Service Representative with over 7 years in Customer Service.

● Strong sales skills, known for exceeding goals, both sales and referrals.

● Excellent listening skills, strong communication skills, both written and verbal while executing operational objectives.

● Well experienced in Microsoft Word, Microsoft Excel, Microsoft PowerPoint & Microsoft Outlook

● Proficient in professional English

PROFESSIONAL EXPERIENCE

Customer Service Representative

SALLY BEAUTY - Dallas, Tx

Feb 2020- date

• Responding to telephone inquiries, providing quality service to customers and associates inquiry about the availability of products and status orders.

• Listening to callers needs in an effective manner to ensure positive consumer experience.

• Access electronic systems to look up catalogs on product information and availability.

• Ensuring prompt complaint resolution to avoid escalation of customer dissatisfaction.

• Excelled within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds.

• Adjusting work process to accommodate changes in customer handling guidelines determined by the organization.

Customer Service Representative

REDSTONE PAYMENT SOLUTIONS - Houston, TX

March 2017 to Jan 2020

• Handled incoming calls from policyholders, responding to inquiries, resolving problems, and correcting policy errors.

• Provided quotes and executed online policy changes for auto, home and excess liability.

• Recognized as amongst the top 5 Customer Service Rep” (out of 40 reps in division) in 2019 and ranking was based on customer satisfaction, speed of resolution and availability.

• Co-developed on-the-job training program that reduced training time from eight weeks to five.

• Contributed to an 8% sales increase in 2019 by improving lead-generation and sales-tracking methods.

• 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, persuasiveness, intense customer focus and dependability in performance evaluations.

Call Center Representative

Teleperformance -Dallas, TX

April 2015 to Feb 2017

• Took inbound calls, troubleshooting customer issues with their orders and coming up with the best possible solution for the customer whilst delivering top tier customer service.

• Placed orders for customers purchasing new products whilst making well-informed suggestions to the customer based on their budget and needs.

• Made use of multiple computer systems to make well-informed decisions following all company protocols.

• Processed refunds and or product replacements for customers.

• Consulted with users to determine steps and procedures taken to identify and resolve a problem.

• Opened new accounts for clients and assisting them in any way form and possible to make the experience easier.

• Daily I would take between 50 to 100 calls, lasting 3 to 5 minutes long at a time, dealing with highly confidential information and being highly discreet during my work times so as not to leak private information.

EDUCATION

High School Diploma

Culinary Diploma

SKILLS

• Technical support

• Typing

• Customer retention

• Customer service

• Customer support

• Telemarketing

• CRM software

• B2B sales

• Microsoft Office

• Windows

• Administration

• Telecommunication

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