Call Center Customer Service

SANDRA NIETO

Phoenix AZ 661-***-**** *********@*****.***

Summary

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Productive call center representative with several years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Skills

Call Center Operations

Goal-Oriented

Remote Experience

Typing 60+ WPM

Complaint resolution

Quality Assurance

Customer Relationship Management

Payment Processing

Customer service experience

Excellent communication skills

Negotiation abilities

Customer Service

De-Escalation Techniques

Account Management

Call Documentation

Promotional support

Quality Control

Microsoft Office

Data Entry

Professional telephone demeanor

Written Communication

Analytical Thinking

CRM Software

Medical terminology knowledge

Insurance company knowledgeable

Problem-Solving

Product Knowledge

Consultative Sales

Call Management

Technical Support

Experience

Remote Call Center Representative Apr 2012 to Current Pizza Hut

Participated in quality assurance activities to monitor compliance with regulations. Organized educational seminars on topics related to healthcare services. Resolved customer complaints in a timely manner to ensure customer satisfaction. Developed effective working relationships with team members across multiple departments.

Stayed current on relevant product and service offerings as well as competitor pricing models.

Attended regular training sessions on updates and changes within the industry or organization.

Processed orders, forms, applications, and requests accurately and efficiently. Analyzed data collected during each call in order to identify trends in customer feedback.

Maintained high levels of professionalism while interacting with customers via phone or email.

Customer Service Manager Jan 2010 to Apr 2012

Pizza Hut

Provided accurate information about products and services to customers. Answered customer inquiries via phone, email, and chat. Resolved customer complaints promptly and efficiently. Maintained detailed records of customer interactions, transactions and comments for future reference.

Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.

Performed administrative tasks such as filing paperwork, updating databases and generating reports.

Identified opportunities for upselling additional products or services based on customer needs.

Developed strong relationships with customers by providing personalized assistance and support.

Education and Training

High School Diploma

High School

Accomplishments

Customer Assistance - Worked with company systems such as Live Support and diligently completed

all assigned tasks, working overtime as needed.

Sales - Consistently generated additional revenue through skilled sales techniques. Product Sales - Cross-sold services at a rate of 30%, upgrading customers to different plans and

product packages.

Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key

accounts.

Created highly effective new program that significantly impacted efficiency and improved operations.

Contact this candidate