P

Kadijah

Perez

917-***-****

Dijahperez**@gmail.c

om

Middletown, NY 10940

SUMMARY

Flexible Customer Service Representative offering 20 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients. SKILLS

MS Excel

MS Word

Project Management

Complaint Resolution

Customer Relationship Management

Technical Support

Appointment Scheduling

Excellent Verbal & Written

Communications Skills

Data Entry

CRM & Zendesk and Live Agent

proficiency

Inbound and Outbound Calling

Computer Proficiency

Problem-Solving Abilities

Critical Thinking

Book keeping

EXPERIENCE

Customer Service Representative

Bronx, NY

Zales The Diamond Store/ Oct 2021 to Current

Awarded "Employee of Month" 10 times over tenure for consistently exceeding customer service expectations.

Increased direct bookings by 37% increase through communicating benefits in person and online platforms.

Successfully resolved guest complaints without escalation, demonstrating effective problem solving skills.

Resolved an average of 150 - 200 customer inquiries weekly, assisting customers with orders, product info.

Managed customer records using advanced CRM software, improving department accuracy by 25%.

Customer Service Representative

Manhattan, NY

United States Postal Service/ Nov 2014 to Dec 2019 Supported sales team with order processing, inventory management, and customer service resulting in improved sales efficiency and customer satisfaction ratings. Collaborated with cross functional teams through Microsoft Teams to swiftly resolve complex customer issues, contributing to a 47% decrease in escalations to higher management.

Mentored junior team members in all software and company procedures. Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

EDUCATION AND TRAINING

Diploma

City As High School Jan 2005

Manhattan, NY

Master of Arts: Customer Service Management