Customer Service Manager

Ruby Carrington

*** *** *

Marble Falls, Texas **654

*****************@*****.***

Qualifications Summary

Experienced: Customer service professional with 15 years in call centers and hospitality services

Efficient: Adept at handling various calls on a daily basis, while consistently resolving client issues in a short time span

Skilled: Possess exceptional customer service skills, with customers regularly commending on received

support

Bilingual: English – Native ; Spanish – Conversational ; Able to provide clear customer service in both

languages

Management: Updated Business documents and implemented a new training strategy, cutting

business expenses by 75% per recruit

Project Execution: Led effort to accommodate senior partners by assigning new recruits and new

customer service trainees duties that would advance the productivity of all employees increasing

both productivity and saving the business extra expenses

Customer Service Management

Handle 100+ customer interactions per day, giving detailed, personalized, friendly, and polite service to

ensure customer retention.

Memorized all company products and services to be able to answer all customer questions quickly and

efficiently, and make relevant up sells.

Managed and Trained 65 new employees in customer service script recitation, conflict resolution, and

data entry practices, ensuring they delivered high quality customer care.

Maintained and organized databases of customer information to ensure personalized service.

Technical

Receive source data such as customer names, addresses, phone numbers, credit card information, and enter data into various customer service software.

Perform data entry and retrieval with software such as Microsoft Office (Word, Excel)

Communication

Conversational in Spanish (able to meet all customer service requirements with Spanish speakers)

Remain cool during heated exchanges with irate customers and reach a peaceful resolution

Resolved incoming customer requests and problems, referring only the most complex to the

corporate office manager.

Work History

Lil Spanish Office, Marble Falls- Bilingual translator

V& J Construction,, Marble Falls- Bookkeeping & Office Management

Leon Construction, Marble Falls- Bookkeeping & Office Management

Barri Finance, Marble Falls – Asst. Loan Manager

H & R Block, Austin- Branch Manager

H & R Block, Marble Falls- Tax preparer

Education

Virginia College, Austin Texas Bilingual Business Admin. Associates Degree

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