Arizai Lanausse

Manor, TX *****

737-***-****

ad2uqi@r.postjobfree.com

PROFILE SUMMARY

An astute, dedicated, and focused professional with a solid history of achievement in customer services. Proven ability to handle customer-raised problems and manage resources needed to reach objectives in an effective and efficient manner Possesses excellent influential,interpersonal, and relationship-building skills to generate valuable and highly qualified business leads and drive sales growth. A highly-skilled individual seeking a responsible position to meet deadlines, boost customer satisfaction and optimize productivity while consistently exceeding departmental goals and business objectives. I have more than 10 years of experience in call center environment.

PROFESSIONAL ATTRIBUTES

Ability to maintain an environment that communicates a mission to constantly meet customer expectations while promoting a collaborative effort across all organizational levels

Highly capable of analyzing KPIs to assess outcomes of applied tactics for developing new action plans and comparing different scenarios to make logical decisions

Deadline-driven, having the ability to work quickly and efficiently under stressful conditions

Holds an incredible amount of focus and discipline to work in a team and in self-directed settings

Well-versed customer service orientation and communication etiquette, including Bilingual-Fluent English & Spanish proficiency to interact effectively with people from diverse cultures

WORK EXPERIENCE

Customer Service/Reservations

Capmetro/Austin TX

Jan 2023- Present

Key Achievements

Make reservations,

Update accounts

Meet all metrics

Perfect attendance

Deliver exceptional customer service

Core Responsibilities

Make reservations

Working knowledge of MS Word, Excel, Outlook, Internet Explorer, and new systems as they are introduced.

Excellent skill level of telephone delivery of customer service.

Skill in reading and relaying information to customers.

Ability to give accurate directions by telephone.

Ability to communicate effectively over the phone, in writing, and in person.

Ability to utilize numerous sources of paper and electronic information to solve customer inquiries.

Ability to effectively use internet navigation systems.

Ability to utilize professional customer service and problem-solving skills to effectively resolve customer issues both verbally and in writing.

Customer Service Representative

Accenture Austin, TX

Jan 2021 – Jan 2023

Key Achievements

Maintained significant reduction in call complaints by consistently meeting performance benchmarks in the areas of communication, listening, time management, and problem resolution skills

Core Responsibilities

Methodically researches and investigates inquiries with initiative and sound judgment to de-escalate customer concerns

Builds and sustains lucrative business relationships with callers by exemplifying strong integrity, being knowledgeable, and remaining calm and professional in every situation

Explains to customers about payment request procedures and payment options and aids them in processing payments on accounts while processing high volumes of bodily injury claims

Marriott International, Inc. Austin, TX

Jun 2015 – Jun 2020

Key Achievements

Generated upsell through applying best sales practices and educating patrons on premium services and various elements/benefits of company-wide offerings

Core Responsibilities

Demonstrated great poise and sustained high level of communication and phone etiquette while answering and processing reservation calls – 80 inbound calls on average and calming down aggressive clients

Verified guest information and payment options, resolved related discrepancies, maintained monthly reports of customer interactions, including feedback, complaints, etc.

Demonstrated functional skill to troubleshoot and resolve problems and articulated information on product availability, pricing, and discounts to customers

Time Warner Cable Austin, TX

Feb 2011 – May 2015

Key Achievements

Delivered sales increase through upselling products/services and recommending best-fit product-line and solutions to clients

Core Responsibilities

Showed self-sufficiency in navigating between multiple systems to research and resolve complex customer concerns about products/services or billing to

Determined customer needs, clarified desired information by asking probing questions, and informed them about payment options, processing, and billing procedures

Sustained utmost accuracy and confidentiality while entering important databases into electronic systems

Offered quality client service a large volume of customer calls to ensure satisfaction and cultivate long-standing relationships

EDUCATION

HIGH SCHOOL DIPLOMA

CORE COMPETENCIES

Professional Skills

Customer Service Answering Inbound/Outbound Calls Problem-Solving Quality Control Claims Management Call Center Operations Membership Renewals Payment Processing Hospitality Team Player Analytical Reasoning Claim Handling and Processing Upselling Documentation Review Complain Resolution Inventory Management Teamwork Leadership Business Development

Technical Skills

Microsoft Office (Word, Excel, PowerPoint, Outlook) Avaya, SharePoint, Trapeze, MicroTransit/Via, Citrix

REFERENCES

Name: Erika Walker

Designation/title, Organization: Manor High School Registrar

Contact number: 512-***-****

Email address: ad2uqi@r.postjobfree.com

Contact this candidate