customer service specialist

Monica Gorhau

Naples, FL *****

Cell: 239-***-****

E-Mail: adg6mr@r.postjobfree.com

Summary

Personable and dedicated Customer Service Representative with extensive experience in multiple fields of industry. Solid team player with upbeat, positive attitude 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, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing business. Experience

May 2019 to July 2020

Teleperformance/Amtrak PORT ST. LUCIE, FL

Customer Service Representative

● Answered 150+ inbound calls per day and directed to designated individuals or departments.

● Maintained a calm and friendly demeanor with displeased customers, to maintain the utmost customer satisfaction in all situations.

● Always Delivered a high level of service and support to every customer, paving way for future business opportunities.

● Cultivated impactful relationships with customers and drove business development by delivering product knowledge.

● Upheld privacy and security requirements established by Government regulatory agencies.

● Team leader and coordinator for disaster relief. EG: rebooking passengers, rerouting trains, implementing and utilizing the Emergency transportation system, which is our bus fleet, as well as being one of the many spokespeople for family members of incidents and transferring them to the proper extensions depending on passengers' situation. September 2017 to May 2019

Sweety's Port Saint Lucie, FL

Waitress,Bartender

● Attended to new customers quickly to inquire about drinks and start off dining experience with prompt beverage service.

● Upsold customers and optimized table-turns, outperforming wait staff average sales by up to 35%.

● Discussed alternative selections with chefs for guests with food allergies or gluten-free requests.

● Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.

● Maintained accuracy while handling payments of up to $300, giving change and printing receipts utilizing the tablet waiter system.

● Completed opening and closing checklists, including emptying trash, safeguarding alcohol and polishing silverware.

October 2014 to September 2017

Home Depot Pt. Pleasant, NJ

Customer Service Representative

● Answered customer questions and addressed concerns, resulting in a reduction in complaint calls.

● Cultivated impactful relationships with customers and drove business development by delivering product knowledge.

● Consulted with customers to determine best methods to resolve service and billing issues.

● Delivered a high level of service and support to each customer, paving way for future business opportunities.

● Set up and activate customer accounts.

● Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations. November 2011 to October 2016

John J Paving

Pt. Pleasant, NJ

● Cultivated impactful relationships with customers and drove business development by delivering product knowledge.

● Answered 75+ inbound calls per day and directed to designated individuals or departments.

● Set up and activate customer accounts.

● Delivered a high level of service and support to each customer, paving way for future business opportunities.

● Consulted with customers to determine best methods to resolve service and billing issues.

● Maintained calm and friendly demeanor with upset customers to de-escalate a stressful situation.

● Booked all Job estimates and professionally handling employees or sub-contracting companies, ensuring efficient time management of all job's increasing development improvement. Education and Training

American InterContinental University Schaumburg, IL Bachelor of Science Degree in Healthcare Management And Administration Graduating June 2022

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