Service Representative Call Center

Marly Burgos

Mattapan, MA ***** • 617-***-**** • ***************@*****.***

Professional Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Education

High School Diploma: 05/2018

Cristo Rey High School - Boston, MA

Honor Roll [all 4 years all 4 semesters]

GPA - 3.9

Ranked number 3 in Top 10 of class 2018

Honers Society Member

Elected Captain of Debate Team

Languages

Spanish

Native or Bilingual

Skills

Word Processing

Specimen Handling

Deadline Compliance

Spreadsheet Data Tracking

Inventory Records

Corporate Policies and Procedures

Good Attention to Detail

Employee Surveys

Excellent Communication Skills

Work History

Delivery Coordinator, 09/2022 to Current

New England Appliance – Braintree, MA

Worked with vendors to schedule more than 18 daily pickups and 50 -80 weekly deliveries. Managed, transmitted and filed delivery paperwork. Scheduled deliveries, monitored progress and communicated updates to customers. Consulted with customers about delivery and order preparation requests. Obtained product specifications along with delivery address, date and contact information. Completed rush deliveries on tight timetables to satisfy customer needs. Answered customer telephone calls promptly to avoid on-hold wait times. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Responded to customer requests for products, services and company information. Specimen Processor, 06/2021 to 11/2022

Fulgent Genetics – Needham, MA

Set up, maintained and verified sterility of lab equipment and tools.Worked flexible hours; night, weekend, and holiday shifts.

Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.

Proved successful working within tight deadlines and fast-paced atmosphere. Used critical thinking to break down problems, evaluate solutions and make decisions. Typed official correspondence and reports from handwritten notes and other information sources.

Scanned documents and saved in database to keep records of essential organizational information.

Call Center Customer Service Representative, 02/2020 to 11/2022 MASCO Services Call Center – Boston, MA

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Documented and detailed calls and complaints using call center's CRM database. Answered over 50 calls per shift to meet fast-paced call center demands. Achieved high satisfaction rating through proactive one-call resolutions of customer issues. Educated customers about billing, payment processing and support policies and procedures. Accurately typed 70 words per minute with no errors. Customer Service Representative, 01/2018 to 02/2022 Cricket Wireless – Boston, MA

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns..

Offered advice and assistance to customers, paying attention to special needs or wants. Up sold customers by recommending accessories and promotions to increase revenue Tracked and recorded department inventory of products Handled inbound customer chat conversations from various websites. Asked open-ended questions to determine which products or services would be best fit for customer's needs.

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