Customer Care Service
Resume:
VERNY FLORES
CONTACT
adhxxa@r.postjobfree.com
OBJECTIVE
Experienced customer service professional in search of a position as a customer service representative that allows for the application of excellent retention, communication and organizational skills when providing customers with a high level of support. I am eager to bring my acquired skills, a proactive attitude and dedication. I have the perfect disposition to work with customers, dedicated, committed and passionate about customer care as well as attentive and empathetic. It would give me great pleasure to be part of your team!
SKILLS
Microsoft Office expertise
Call center experience
Office equipment proficiency
Technologically savvy
Conflict mediation
Analytical skills
Billing
Interpersonal and written communication
Time management
ADP
Skilled in CRM, Salesforce, Webex, Sharepoint, Peoplesoft, ICOMS, ACSR/CSG
Adaptive team player
First Aid/CPR
Strong work ethic
Ability to multi-task
Fluent in Spanish
EXPERIENCE
HSN
Order Services Representative 2019-2020
Work from home position, helping customers shop by leading them through their order service purchases and suggesting additional products they might enjoy.
Responded in friendly and expert fashion to answer questions about each offering, price structures and availability.
De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Recommended, selected and helped locate merchandise based on customer needs and desires.
Escalated customer concerns, store issues and inventory requirements to supervisors.
Achieved high quality marks on quality assurance evaluations and met company expectations.
Spectrum/Charter Communications
Billing Assurance Analyst 2018-2019
Gathered and inputted data in Salesforce to develop models and assess trends.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Demonstrated self-reliance by meeting and exceeding workflow needs.
Communicated issues and proposed solutions at an executive level.
Implemented process improvement solutions to increase department efficiency.
Followed all company procedures to keep data confidential.
Loaded billing data into systems through data import, scanning or manual keying, to verify complete and accurate client invoices.
Spectrum/Charter Communications
Offline Customer Support Specialist 2017-2018
Upheld high standards of customer services by responding to inquiries, needs and problems.
Responded quickly to customer inquiries, needs and problems.
Consulted with customers to determine best methods to resolve service and billing issues.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Reviewed account and service histories to identify trends and issues.
Completed office tasks such as mailing out statements, call logs, correspondence, processing payments and account corrections.
Evaluated customer account information to assess current issues and determine potential solutions.
Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
Documented conversations with customers to track requests, problems and solutions.
Applied consultative approach to collect information on customer service, account and technical concerns.
Spectrum/Bright House Networks
Retail Sales Associate 2012-2017
Engaged positively with each customer, providing professional and polite support for sales and service needs.
Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
Maintained current store, product and promotional knowledge to drive consistent sales.
Processed payments and maintained accurate drawers to meet financial targets.
Counted cash, made change and stored coupons to keep organized and balanced cash register drawer.
Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Asked probing questions to determine service needs and accurately input information into electronic systems.
De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Spectrum/Bright House Networks
Customer Care Professional 2010-2012
Met and exceeded productivity targets by handling every interaction with top-notch customer service.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Maximized customer satisfaction by handling more than 100 customer email and telephone interactions each day.
Processed customer account changes, scheduled service appointments for installation or repair issues, using CRM and ACSR.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Shared detailed information regarding Cable, Internet & phone options to help customers make decisions.
Documented conversations with customers to track requests, problems and solutions.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Assessed customer needs and upsold products and services to maximize cable service sales.
Set up and activated customer accounts to maintain QA satisfaction levels.
Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Delivered service and support to each customer, paving way for future business opportunities.
Marchman Technical College
Patient Care Technician
Pasco Hernando State College
Office Systems Technology
Certifications
BLS
NHA CPT
NHA CPCT
NHA CMAA
Licenses
CNA
COSMETOLOGY
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