Customer Service Representative

KG Kelly Gonzalez

Wheaton, IL ***** 630-***-**** **********@*****.***

PROFESSIONAL

SUMMARY

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Type 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. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals.

SKILLS Customer Care

Merchandise Orders and

Exchanges

Interpretation and Translation

Services

Billing Procedures

POS Inventory System Operation

Process Transactions

Security Standards

Service Requests

Customer Experience

WORK HISTORY DENTAL RECEPTIONIST 10/2020 to 07/2021 Hanover Dental Hanover Park, IL

Scheduled, rescheduled, and cancelled appointments for dental patients. Provided excellent customer service to create positive experiences and build patient trust.

Answered telephone calls to offer office information, answer questions, and direct calls to staff.

Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.

Adhered to strict HIPAA guidelines to protect patient privacy. Helped patients complete necessary medical forms and documentation. Completed new patient registrations in software to create accurate and comprehensive records.

Communicated with insurance companies to dispute unpaid claims and verify patient coverages.

Understood dental terminology and insurance breakdowns to communicate with external stakeholders.

Completed patient referrals to other medical specialists. Handled patient complaints quickly and professionally to restore patient confidence and prevent loss of clientele.

Secured sign-in sheets, dental charts, and encounter forms to safeguard sensitive data and information.

Obtained payments from patients and scanned identification and insurance cards.

Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.

Processed medical insurance claims and payments.

Managed office logistics by scheduling appointments, maintaining files and collecting payments.

Organized and maintained patient chart filing system to promote quick data finding for staff.

Greeted visitors and initiated triage processes for clients to streamline patient flow.

Coordinated referrals through insurance and other medical specialists and documented details in patient charts.

SERVICE EXPERIENCE SPECIALIST 11/2017 to 10/2020

Nordstrom Oak Brook, IL

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Investigated and resolved customer inquiries and complaints quickly. Exhibited high energy and professionalism when dealing with clients and staff.

Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Responded proactively and positively to rapid change. Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly. Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions. Educated customers about billing, payment processing and support policies and procedures.

Promptly responded to inquiries and requests from prospective customers. Managed timely and effective replacement of damaged or missing products.

Enhanced productivity levels by anticipating needs and delivering outstanding support.

Cross-trained and provided backup support for organizational leadership. Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.

Increased efficiency and performance by monitoring team member productivity and providing feedback.

Resolved associate, tool and service delivery issues revealed by statistical reports.

Trained new personnel regarding company operations, policies and services.

Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Reduced process inconsistencies and effectively trained team members on best practices and protocols.

Optimized customer support by establishing collaborative service environments through targeted operational initiatives. FRAGRANCE COUNTER MANAGER 09/2016 to 10/2017

Lord And Taylor Schaumburg, IL

Offered make-up tips and popular tutorials in alignment with latest trends. Arranged merchandise to present visually appealing displays and attract clientele.

Boosted satisfaction and repeat business by recommending products in alignment with customer needs.

Applied merchandising and housekeeping procedures, adhering to corporate and brand standards.

Delivered product demonstrations and sample applications, raising exposure of key brands.

Protected store assets and inventory via loss prevention procedures. Ranked among top sales performers, averaging over $Amount sales annually.

Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Established team priorities, maintained schedules and monitored performance.

Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success. Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement. Defined clear targets and objectives and communicated to other team members.

Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Assisted in organizing and overseeing assignments to drive operational excellence.

Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.

Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

Established performance goals for employees and provided feedback on methods for reaching those milestones.

Successfully managed budgets and allocated resources to maximize productivity and profitability.

Identified and communicated customer needs to supply chain capacity and quality teams.

Developed detailed plans based on broad guidance and direction. Set aggressive targets for employees to drive company success and strengthen motivation.

Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.

Leveraged data and analytics to make informed decisions and drive business improvements.

Launched quality assurance practices for each phase of development Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations. Controlled resources and assets for department activities to comply with industry standards and government regulations.

Managed senior-level personnel working in marketing and sales capacities. Streamlined and monitored quality programs to alleviate overdue compliance activities.

EDUCATION Bachelor Of Arts Teacher Education 05/2019 Elmhurst College, Elmhurst, IL

LANGUAGES Spanish

Native or Bilingual

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