Customer Service Call Center
Resume:
High School Diploma
Balboa High School
City Of Los Angeles, CA
Driven Customer Service/ Call Center Representative with 10 plus years of experience providing information about services and products to customers. Skilled in assessing customer needs, generating leads and handling customer complaints and concerns. Outstanding communicator offering strong phone etiquette and active listening skills. I am a focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in CHARLESTON call center leadersship roles with high-volume ” customer demands. MARIE
GAHAGAN
CONTACT
*****************@*****.**
m
Citrus Heights, Ca 95610
EDUCATION AND
TRAINING
SUMMARY
SKILLS
Calm and Professional Under
Pressure
•
• Conflict Mediation
• Efficient and Detail-Oriented
• CRM Software
• Customer Service
• Order and Refund Processing
• Transaction Processing
• Call Documentation
• Upbeat and Positive Personality
• Multitasking and Prioritization
• Understanding Customer Needs
• Creative Problem Solving
Verbal and Written
Communication
•
• De-escalation Techniques
• Data Entry
• Customer Retention Strategies
• Responding to Difficult Customers
• Training and Development
• Microsoft Office
• Teamwork and Collaboration
• Computer Skills
• Patient and Empathetic
• Call Volume and Quality Metrics
• Computer Proficiency
10/2021 - 01/2022
10/2014 - 10/2020
Customer Service Representative
Roth Staffing Sacramento, CA
Customer Care Agent
AmeriGas Rocklin, CA
EXPERIENCE
Promoted high customer satisfaction by resolving
problems with knowledgeable and friendly service.
•
Provided outstanding service to new and
long-standing customers by attending closely to
concerns and developing solutions.
•
Answered incoming calls and emails, providing
frontline customer support or assistance with
product and service transactions.
•
• Made outbound calls to obtain account information.
• Set up and activated customer accounts.
Answered inbound calls, chats and emails to
facilitate customer service.
•
Multi-tasking several windows at once (microsoft
word, excel, office, IBM notes, SAP, CRM, outlook
etc.)
•
Offer excellent customer service while following
company guidelines and regulations
•
• On-line assistance via chat and email
•
De-escalated customer issues with proven conflict
mediation and problem-solving abilities.
•
Documented customer correspondence in CRM to
track requests, problems and solutions.
•
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
•
Kept customer and system account information
accurate and current to support timely resolutions for concerns.
•
Researched resolutions, contacted necessary
departments and responded to customer by phone,
mail or fax as follow-up.
•
Enhanced client retention by driving product
benefits and features and preferred supplier
information delivery around client needs.
•
02/2019 - 08/2019
11/2014 - 09/2015
02/2012 - 08/2013
Customer Service Representative
PG&E Sacramento, Ca
Grocery Clerk/ Customer Service
Final Rancho Cordova, CA
Data Entry Clerk
Pride Staffing Roseville, CA
• Starts and Stop of services (gas and/or electric) Promoted high customer satisfaction by resolving
problems with knowledgeable and friendly service.
•
Appointment set up (gas shut off/on, pilot relight, safety check, turn on etc.)
•
De-escalated problematic customer concerns,
maintaining calm, friendly demeanor.
•
Demonstrated excellent communication skills in
resolving product and consumer complaints.
•
Assisted customers with making payments or
establishing payment plans to bring accounts
current.
•
Asked probing questions to determine service
needs and accurately input information into
electronic systems.
•
Informed customers about billing procedures,
processed payments and provided payment option
setup assistance.
•
• Stock freezer to its fullest capacity
Down-stack freight for distribution throughout the store
•
• Process and maintain over-stock
• Complete Freight Orders using RF scan gun
• Assisting customers
• Fulfill customer orders
Input client information into spreadsheets and
company database to provide leaders with quick
access to essential client data.
•
Reviewed and updated account information in
company computer system.
•
Maintained database by entering new and updated
customer and account information.
•
• Contacted customers via phone or email to address 04/2011 - 12/2011
06/2010 - 07/2011
Data Entry Clerk/Mail Handler
Adecco Roseville, CA
Customer Service/Clerk
Wal-Mart Super Center Antelope, CA
data inquiries.
Scanned and stored files and records electronically to reduce paper files and secure data.
•
Sorted and separated incoming mail/ child support
payments
•
• Process Child support payments
Verified account information on checks and/or
money orders for payment processing
•
• Proofread and edited documents to correct errors.
•
Reviewed and updated account information in
company computer system.
•
Compiled, sorted and verified electronic data
against hard copies to support quality control
efforts.
•
Revised standard operating procedures to reflect
current practices.
•
•
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
•
Responded to customer questions about products
and services.
•
Directed visitors to correct personnel to handle
individual concerns.
•
Addressed incoming customer inquiries and offered
productive solutions, increasing customer
satisfaction ratings.
•
• Maintaining a safe and clean work environment
Contact this candidate