Customer Service Representatives

Gregory Flores

****@************************.*** 915-***-**** El Paso, TX

Summary

Seasoned Customer Service professional with 16 years of experience seeking a Customer Support Rep role. Excelled in managing inquiries, mentoring teams, and enhancing service procedures. Proven track record in improving customer satisfaction and efficiency in high-volume environments. Work Experience

National 1st and Associates Inc

Customer Service Representative Jun 2013 - Present

• Address customer inquiries and complaints across various communication channels, maintaining a 95% customer satisfaction rating.

• Mentor and train new customer service representatives, enhancing team efficiency by 20%.

• Develop and implement customer service protocols that reduce response times by 15%.

• Collaborate with multiple departments to address and resolve complex customer issues, contributing to ongoing improvements in service quality.

Customer Service Supervisor May 2008 - May 2013

• Managed a team of 15 customer service representatives, delivering coaching and support to drive performance standards.

• Analyzed team performance data to identify improvement opportunities, resulting in the development and execution of tailored training programs.

• Improved customer service procedures, achieving a 25% boost in operational efficiency.

• Directed performance evaluations and offered constructive feedback, cultivating a collaborative and effective team atmosphere.

Education

High School

Diploma, Customer Service 1975

Certifications

Certified Customer Service Professional (CCSP) None Certified Call Center Manager (CCCM) None

Advanced Customer Service Skills Training None

Skills

Exceptional Customer Service, Team Leadership and Supervision, Conflict Resolution, Effective Communication, Process Improvement, Training and Development, Analytical Thinking, Time Management, Multitasking

Contact this candidate