Customer Service Call Center
Resume:
Deborah Blocker
Glendale, AZ, *****
*********@*****.***
CAREER OBJECTIVE:
Professional with 22+ years of experience. Knowledgeable and dedicated customer service professional with extensive experience in Customer Service Industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results- oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
WORK EXPERIENCE
COX COMMUNICATION, Phoenix, AZ
Customer Service Tech Specialist, Mar 2020 – Aug 2020
Receive inbound calls from current customers in a high-intensity call center environment.
Used consultative techniques to understand customers need and make strategic referrals to business partners
Take ownership of each interaction by completing customer’s request. Resolve issues on first call.
Offered internal and external customers first-rate customer service to maintain satisfaction and business success.
Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Complied with company policies and procedures by encouraging positive and effective work environment among all employees
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
( Due to COVID, family illness and spouse passing away had to resign for a period of time)
USAA, Phoenix, AZ
Customer Service Specialist, Mar 2004 – Sep 2014
Receive inbound calls from current customers in a high-intensity call center environment. Serving our military members, associates and their families to build a long-lasting relationships with the banking and insurance. In insurance, handled question on property and auto insurance lines as well as apply contract knowledge.
In banking was a credit card customer service associate. Educated customers on active product features, service offering, billing, charges, and product value. Responsible for utilizing multiple customer databases to access, change or input account information for customers.
Ask appropriate questions and listen actively to identify specific questions of issuers while documenting required information in computer systems.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
DHL, Phoenix, AZ
Customer Service Associate, Mar 2003 – Mar 2004
Communicates directly and frequently with internal departments, customers, carriers and vendors through oral or written methods.
Respond to inquiries with best solutions in a timely and efficient solving manner on every call as measured by Customer Satisfaction.
In addition, will be responsible for promoting continued sales and generating potential incremental revenue wherever possible as it relates to both Express and Ground services. Delivers customer focused solutions with optimum performance for memorable customer service. Provide outstanding customer service/experience to gain credibility and enhance customer loyalty.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Refer unresolved customer grievances to designated departments for further investigation.
SKILLS:
Ability to remain organized, focused, and productive on highly detailed repetitive tasks
Excellent problem-solving skills, in the ability to independently research issues using multiple information sources.
Ability to de-escalate calls, listen to customer needs and respond appropriately with compassion and empathy.
Ability to multi-task for extended periods of time, including managing calls while also navigation multiple computer systems.
Previous experience in a role focused on retaining customers and revenue.
EDUCATION
Long Medical Institute
Phoenix, AZ
Technical School Respiratory Therapy (Aug. 1983)
GPA 4.0
Phoenix, AZ
High School Diploma (Jan1982)
GED, GPA 3.5
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