Customer Service Representative

Sharon E. Powell

University City ************@*****.*** St. Louis, MO. 63124 314-***-****

Multi-Lingual Customer Service Representative who will incorporate over thirty years of experience. While demonstrating key strengths in exceptional customer relations, instruction of accurate transactions, and overall account management, I promise to enhance the ongoing success of your operational goals. Technical Skills and Qualifications

Troubleshoot Technical Issues Password Identification Internal Database Multi-Lingual –French, Spanish, Italian, German Support Agent Network Microsoft Office Suite Display Exceptional Customer Relations Process Requisitions Windows Operating System, Salesforce

Summary of Professional Accomplishments

● Supported Executives by coordinating meetings, translating in board meetings, maintaining tri-lingual Operations and Instructions Manual, and serving as a liaison with US and European Executives

● Advised customer service representatives in techniques to overcome language barriers between foreign agents, increasing the overall communication process and customer experience

● Utilized effective crisis management techniques to calm customers during escalated calls and facilitated call backs to ensure the correct identification of cardholder, whereby increasing customer satisfaction and promoting exceptional service by utilizing effective security measures

● Identified 30 out of 45 transfers to be fraudulent on a daily basis, resulting in the refusal of transfers and a saving of $250 per customer

● Operated proprietary software programs for money transfers and customer service, while incorporating Federal Compliance Regulations

● Assisted customers by informing them of all credit procedures, including blocking card usage and contacting issuing banks, to ensure all security measures were in place

● Employed effective written and verbal communication of English, Spanish, French, and German languages, adjusting levels of communication dialect as needed to better service customers and increase customer satisfaction

● Utilized proprietary software programs for money transfers and customer service, while incorporating Federal Compliance Regulations

Professional Employment History

Build-a-Bear - seasonal /Salesforce 2022

Bi-lingual Tech Support (Spanish&French) customer direct ‘09-present Tutor French & German, ESL Varsity Tutor ‘17-present International Customer Service Representative Western Union Financial 2002-2008 Executive Secretary – multi-lingual

Ferro Magnetics Corp. Prior to 1980-2001

Education and Training

German, French, Italian and English Languages Translator’s / Interpreters’ Institute, Zürich, Switzerland Medical Office Computers Midwest Institute Chancellor's Certificate - In process UMSL Microcomputer Center

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