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Customer Service Representative

Albuquerque, NM
January 11, 2020

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Resume: **** Montgomery Blvd. N.E. Unit # 1122 Albuquerque, NM 87109 505-***-**** OBJECTIVES

Meticulously dependable detail-oriented customer service representative. Works well under pressure. Organized, focused & successful at meeting deadlines. Excellent communication & interpersonal skills. Proven ability to increase customer satisfaction. Ability to multitask. Consistent commitment to exceeding customer expectations that has resulted in improved business-client relationships. Exceptional ability to handle high volume calls, negotiation & conflict resolution skills to handle complaints in a courteous professional manner



11/2012 - 04/2018 2 Associates Of Applied Science Degrees 01/2016-04/2018 Associates Degree Of Applied

Science In Cosmetology Gpa 4.3

03/2015-08/2017 Certificate Of Health Wellness

& Public Safety Gpa Of 4.2

03/2013-08/2016 Associates Degree Of

Business Information & Technology In Office

Technology Gpa 3.2

08/2012-11/2012 High-School Diploma Was

Also Obtained By Attending C.N.M

(Anthropology & General Studies

“Was Also Awarded 4 Scholarships In The

Duration Of Continuing My Education”

Graduated with honors almost perfect

attendance did speeches at 2/4 of the

ceremonies I attended “


Melissa Jackson, Manager @Alorica,

Known for 2 years 505-***-****.

Marcos Pinon Manager @Alorica

Known for 2 years 575-***-****.

Tammy Chino Owner of Tammy’s Edge

Salon, Known for 5 years 505-***-****.

Maria Garcia Instructor @CNM,

Known for 4 years 505-***-****



TAMMY’S EDGE SALON 301 Rio Grand Blvd. N.W. Albuquerque, NM 87106 ASSISTANT STYLIST 04/2016 – Current. Part time during peak season

• Listening To Client Needs To

Determine Their Preferences.

•Describing Different Hair Care

Products & Their Benefits.

•Shampooing, Cutting, Coloring

& Highlighting Hair. • Offering

Texturizing Treatments Either

Perms, Protein Treatments, &

Straightening Ethnic Hair.

• Building A Personal

Relationship With Clients To

Ensure Return Visits.

• Managing Bookings &

Welcoming Clients Into The


• Ordering Products, Stocking

Products & Supplies, Setting Up

& Organizing Displays. •

Cleaning Supplies, Disinfecting

,Sanitizing & Sterilizing Tools &

Stations Per Client.

• Advertising, Rebooking Clients,

Promoting Myself Scheduling

New Clients, As Well As Walk In


• Excellent Interpersonal Skills &

Verbal Communication

LOWE'S 6301 Osuna Blvd. N.E. Albuquerque, NM 87109 CUSTOMER SERVICE AGENT 09/2019 – 11/2019

•Answer Incoming Calls

Providing An Outstanding &

Differentiating Customer

Experience By Understanding &

Responding Appropriately To

Stated & Unstated Customer

Needs. Including

Communicating In A

Professional Manner &

Representing The Company’s

Purpose & Values In All

Interactions With Both Internal &

External Customers. •Delivering

Effective, Customer-Centric

Support Across Multiple

Channels Of Communication

(Phone, Email, Chat, Social

Media) While Supporting One Or

More Core Contact Center

Programs Within Sales, Service

Or Fulfillment. •Uses Established

Policies & Procedures To Meet

Customer Needs While

Interacting With Customers

Through Any Channel By Which

The Customer May Choose To

Engage; Assisting With All

Customer Needs Specific To

Assigned Work Type. •Providing

Adequate Information &

Explanation To Customers

Regarding Products, Services,

Pricing Information, & All Other

Customer Questions; Utilizing

Established Tools, Systems &

Processes To Determine The

Best Course Of Action Or

Optimal Solution For The

Customer Which May Require

Using Judgment When A

Customer Request Does Not Fall

Into The Typical Protocol;

•Documenting Interactions

According To Standards To

Ensure Complete & Accurate

Records Are Maintained;

Conducting Any Necessary

Follow-Up Activities & Notifying

Other Departments On Behalf Of

The Customer; •Identifying &

Following Established Escalation

Procedures. •Recognizing &

Acting On Sales Opportunities,

Including Following Up As

Necessary To Ensure Their

Needs Are Met Or To Provide

Additional Information After

Researching Questions In Order

To Complete Each Transaction

In A Timely Manner.•Connecting

On A Personal Level, & Showing

Empathy In Order To Establish

Rapport. • Inspiring Customers

In Every Interaction With A

Positive Attitude, Engagement,

Care, & Courtesy Which Creates

Customer Loyalty Through

Commitment & Ownership Of

Work. •Serving As Knowledgeable

Resource To Customers Through

Consistent, Accurate, & Efficient

Delivery Of Information To

Resolve Their Issues Or Concern

& Help Them By Providing Clear

& Effective Communication To

Customers Which Are Simple &

Easily Understood. •Listening

Attentively To Customers In

Order To Fully Understand Their

Needs, Providing & Expanding

Value Beyond Customers’

Expectations To Optimize The

Customers’ Experience.

•Effectively Completed All

Assigned Work In A Timely &

Efficient Manner By

Understanding The Importance

Of Balancing Time Management

With Delivering Quality Work.

•Adhering To A Schedule &

Abiding By All Attendance Rules

& Policies • Maintaining

Awareness Of Time

Requirements, & The Amount Of

Time Expected To Complete

Each Task. •Conducting Self

Professionally At All Times In All

Interactions. •Pursues Self-

Development & Effective

Relationships With Others By

Organizing Information. •Sharing

Information With Coworkers &

Customers; Seeking Performance

Feedback; Adapting To &

Learning From Change,

Difficulties, & Feedback.

•Completed Work Assignments

By Using Procedures, Data, And

Resources; Collaborating With

Others To Address Business

Problems; Adhering To

Established Priorities, Deadlines,

& Expectations; Communicating

Progress & Information.

AT HOME LIVING 3855 Montgomery Blvd. N.E. 87109

CARE GIVER 03/2013 – 08/2019

• Basic Food Preparation:

Preparing Meals,


Housekeeping, Laundry,

& Other Errands. •

Assisting With Personal

Care: Bathing &

Grooming, Dressing,

Toileting, & Exercise. •

General Health Care:

Overseeing Medication

& Prescriptions Usage,

Appointment Reminders

& Administering


• Appointment Making

For Person & Making

Sure Proper

Transportation Was

Provided To & From

Appointments. •

Providing Constant

Companionship &

General Supervision •

Personal Supervision:

Being A Stable

Companion & Supporter

In All Matters Personal,

Health-Related &


• Care For The Elderly:

Orienting Or Grounding

Someone With

Dementia, Relaying

Information From A

Doctor To Other Family

Members. • Home


Processing Medical &

Legal Records Of

Client.• Health

Monitoring: Following A

Care Plan & Noticing

Any Changes In The

Individual’s Health,

Recording & Reporting

Any Differences

Immediately. •


Assistance: Arranging

Transportation For

Doctor Appointments By

Making Those Calls &


Appointments As


• End Of Life Plan:

Knowing What The

Person Wants Or Needs

In Case Of Medical

Procedure Or An Event

Where The Person Does

Not Make It & Handling

That Information &

Giving That Information

To Other Specialists Or

Family Members.

ALORICA 4200 Osuna Blvd. N.E. 87109


• Stellar Customer

Service Skills With An

Overwhelming Desire To

Make Lives Better, One

Interaction At A Time.

•Answer Incoming Calls.

Resolve Customer

Complaints. Talks To

Customers Over The

Phone, Email, Online

Chat Or Social Media To

Resolve Their Questions

Or Concerns. •Maintains

& Updates Customer

Information As

Necessary. •Calmly

Attempts To Resolve

And De-Escalate Any

Issues. •Escalates Calls

To Supervisor When

Necessary & Only When

Appropriate. •Responds

To Requests For

Assistance & Possible

Processing Of Credit

Card Authorizations. •

Sell Products & Place

Customer Orders In The

Computer System. •

Tracks Call-Related

Information For

Auditing & Reporting

Purposes. • Provides

Feedback Reports On

Call Issues Related To

Downtime &/Or

Training Issues. •Up-Sell

To Customers As

Necessary. •Provide

Product & Service

Information To

Customers. •Research

Required Information

Using Available

Resources. •Research,

Identify, & Resolve

Customer Complaints

Using Applicable

Software. • Route Calls

To Appropriate

Resources.• Document

All Call Information

According To Standard

Operating Procedures. •

Up-Sell Products &

Services By Offering

Alliances. • Proficient In

Relevant Multi-Tasking

Multiple Computer

Applications. While

Servicing A Customer

Via Phone. • Knowledge

Of Customer Service

Practices & Principles. •

Ability To Handle

Stressful Situation

Appropriately. •

Familiarity With

Microsoft Windows,

Word, & Excel

Applications. •Customer

Service Oriented,

Conversational, Patient

& Confident, With A

Positive Attitude. •



n Skills With The Ability

To Stay Composed &

Objective. With Strong

Listening, &

Communication Skills.

Lexi Christine Volak Monroe

Lexi Christine Volak Monroe 12/04/2019


CSR (9 years)

Call Center (3 years)

Customer Care (10 years)

Customer Service (10 years)

Customer Support (9 years)

Understanding (10+ years)

Clear & Effective

Communication (9 years)

Adaptability (8 years)

Assertiveness (8 years)

Confidence (10+ years)

Attentiveness (10+ years)

Conflict resolution /

Excellent Problem-Solving

Skills (10+ years)

Creativity (10+ years)

Dependability (8 years)

Quick Decisions Making

Skills (4 years)

Deliver Prompt, Accurate &

Empathic Support. (10+


Friendliness (10+ years)

Open-Mindedness (7 years)

Attention to Detail (8 years)

Quick Thinking /

Adaptability (5 years)

Ability to Work as Part of a

Team (10+ years)

Interpersonal, analytical, &

Organizational Skilled (10+


Attention to Detail / Detail

Oriented (8 years)

The Ability to Show

Resilience (4 years)

Ability to Learn New

Software & Hardware (7


Assess Customer Wants

complaints or Needs (10+


Reading physical &

emotional cues (5 years)

Responsiveness to

Representing the Customer

by Providing Feedback. (6


Patients (10+ years)

Solid Active Listening Skills

(10+ years)

Technical knowledge (9

years) policies & compliance

(6 years)

Flexibility (10+ years)

Stress management (1 year)

Maintain Composure at work

& on calls (4 years)

Maintaining customers’

expectations. Going above &

beyond. (10+ years)

Soliciting Customer

Feedback to Improve Service

(Less than 1 year)

Relationship Work Skills with

Openness to Feedback (10


Phone Etiquette (4 years)

Proven Ability to Learn

Quickly & Adapt to Change

Reliability (10+ years)

Working Independently (5


Determine persuasive selling

(Less than 1 year)

Microsoft Office, Microsoft

Word, Microsoft PowerPoint,

Microsoft Outlook, Excel, &

Skype (7 years)

CTI, Oracle, Chrome,

SynXis, SharePoint, Matrix,

Avaya, Kronos, Verint, Info

center, Help Desk, Analytics,

Click to chat, Help Desk,

PBX (2 years)

Meets Measurable Program


Interpersonal communication

(4 years)

Building rapport (6 years)

Desire to learn & grow (4


Ability to Trouble-Shoot &

Escalate Callers

Appropriately. (3 years)

Deep Knowledge of a

Company's Products or

Services. (10+ years)

Time Management (10+


Owning responsibility (3


Explaining Technical

Information Clearly (9 years)

Responding to incoming

calls from customers


Accurately record all calls as

applicable. (2 years)

Meets Program Goals (8


Troubleshooting (10+ years)

Asking questions to get more

information to better

understanding. (4 years)

Redirecting Problems or

wrong department calls to

Appropriate Resources (5


Typing skills (10+ years)

Web Application knowledge

(8 years)

Meeting deadlines (7 years)

Writing Clear & Concise

Emails, Memos, & Reports

(4 years)

Understanding company

policy procedures &

knowledge on products.

Passion for Technology &


Type speed 39 wps.

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