Customer Service Center Representative

AB

ANTIONETTE BORDES

**********.******@*******.*********.*** 1-601-***-**** Picayune, MS 39466

Summary

I am a hard working, single collage Mom. I am seeking a work from home position to help me in my work to home balance.

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.

Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Observant Call Center Representative experienced working in call center environments. Skilled at handling various calls while resolving client issues rapidly. Promoted consistently for providing clear customer service in English.

Skills

Credit card payment processing

Report creation

Report generation

Stockroom procedures

Microsoft Office expertise

Problem-solving abilities

Shipping and receiving understanding

System implementation

Inbound and Outbound Calling

Courteous demeanor

Store maintenance

Promotional support

Schedule mastery

Process optimization

Data evaluation

Transportation solution development

Product organization

Senior leadership support

Business development understanding

Quality control

Retail sales customer service

Materials transport

Quality assurance controls

Call Center Operations

Route management

Customer relations

In-store support

Conflict mediation

Experience

Maximus Federal Bogalusa, LA

CSR GM1

12/2021 - Current

Inbound call center agent

Healthcare questions regarding Medicare

Compliance training for CCO

Completed 4 weeks of Medicare training and received my certification to handle Medicare calls

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Demonstrated excellent communication skills in resolving product and consumer complaints.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Assisted customers with making payments or establishing payment plans to bring accounts current.

Upheld quality control policies and procedures to increase customer satisfaction.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Consulted with customers to resolve service and billing issues.

Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Used proven techniques to de-escalate angry customers during telephone interactions.

Explained benefits, features and recommendations to maximize client retention.

Answered inbound calls, chats and emails to facilitate customer service.

Set up and activated customer accounts.

Relayed customer feedback to cross-functional teams to improve products and services.

Rolled out operational improvements and solutions to deliver top-notch customer service.

Organized client contracts, records and reports to strengthen traceability.

Exceeded company productivity standards on consistent basis.

SUBWAY®Restaurants Slidell, LA

Subway General Manager

02/2008 - 12/2021

Conducted interviews

Trained over 50 employees

POS up sale training taught

Food save certification

Scheduling for 3 locations

Delivered exceptional client experiences through hands-on leadership of associates and managers.

Built and maintained loyal, long-term customer relationships through effective account management.

Designed sales and service strategies to improve revenue and retention.

Managed inventory levels and conducted corrective action planning to minimize long-term costs.

Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.

Led employee evaluations with constructive feedback to boost performance.

Recruited, interviewed and hired qualified staff for open positions.

Recruited, trained and empowered employees to achieve key performance indicators.

Administered employee discipline through verbal and written warnings.

Supervised employees through planning, assignments and direction.

Created schedules and monitored payroll to remain within budget.

Developed service and sales strategies to improve retention and revenue.

Conducted employee evaluations to provide adequate feedback and recognize quality performance.

Taught alertness and security tactics to reduce theft and losses.

Guided management and supervisory staff to promote smooth operations.

Trained employees on duties, policies and procedures.

Developed employee handbook, detailed job descriptions and workflow plans to formalize operational systems and procedures.

Enhanced operational performance by developing effective business strategies, systems and procedures.

Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.

Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.

Tracked monthly sales to generate reports for business development planning.

Controlled regulatory risks by overseeing corporate compliance visits and adhering to protocol.

Education and Training

Slidell High Slidell, LA

GED

01/2014

American Intercontinintal University Illiopolis, IL

Business Administration Specialization in Accounting

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