Customer Service Representative

Elhassan Rushi Refat

***** ** ***** ******* *********, FL

Mobile: 786-***-****

adr9dw@r.postjobfree.com

Customer Service Rep/

* *****’ Experience in Call Center Settings

Polished, professional customer service rep offering:

•Three years of experience providing customer support in busy call center environments for fast food restaurants and residential and cable communications service companies.

•An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

•Strategic relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

Experience:

Customer Service Representative

7/2020-3/2022, Comcast broadcasting and cable television company,

Handle customer inquiries, complaints, billing questions, and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution, and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations, and consumer affairs.

Objective – Obtain a position as a customer service representative, where my customer relations experience can be fully utilized to improve customer satisfaction and promote the company’s brand name.

Key Accomplishments:

•Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).

•Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary trainers of new and established employees.

•Helped the company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution, and politeness.

•Officially commended for the initiative, enthusiasm, tenacity, persuasiveness, intense customer focus, and dependability in performance evaluations.

•Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

Customer Service Agent

2/2019-6/2020, Franchise First Pizza Hut.

Handle customer inbound orders, upsell products, and efficient and accurate order placing requests. Used consultative selling techniques to provide leads for upselling desserts, drinks, and specials.

Key Accomplishments:

•Recognized as “top 5 Customer Service Rep” (out of 20 reps in division) in Fall 2019. The ranking was based on accuracy, customer service, duration of calls and availability, and order efficiency.

•A co-developed on-the-job training program that reduced training time from eight weeks to five.

•Contributed to an 8% sales increase in 2021 by improving lead-generation and sales-tracking techniques.

Education

4/2020-6/2020, Action Studies Customer Service Skills Training,

Completed five 4-hour modules of customer service training. Topics included how to:

•Greet transfer and hold calls

•Build rapport, listen, clarify and manage the conversational flow

•Manage upset customers, conflicts, and challenging situations

9/2014-6/2018, Homestead High School,

Skills

Skill Name

Skill Level

Last Used/Experience

Customer Service

Expert

Currently used/3 years

Call Center

Service Operations

Expert

Currently used/3 years

Dispute Resolution

Expert

Currently used/3 years

Sales Lead Generation

Expert

Currently used/3 years

Data Entry

Expert

Currently used/3 years

Multiline Phone Use

Expert

Currently used/3 years

MS Word, Excel, and Access

Intermediate

Currently used/3 years

Additional Information

•Willing to do overtime if needed

•Willing to work and the time of the day

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