Service Representative Customer
Resume:
M U S A A. B I L I T Y
*********@*****.***
Brooklyn Park, MN 55443
PROFESSIONAL SUMMARY
Ambitious Customer Service Representative with 4+ years of experience responding to customer inquiries with courtesy and professionalism. Skilled at accepting high volume of inquiries, researching information and explaining details. Cheerful attitude creates friendly environment and allows callers to complete inquiries and minimize callbacks. SKILLS
Multi-line telephone operations Customer consulting Problem resolution Opening and closing accounts
Refunds processing Client communication
Conflict resolution Call center procedures
Researching Customer service
Data entry
EXPERIENCE
Customer Service Specialist, amazon, Mar 2018 Sep 2022, St. Paul, Minnesota Fostered productive business relationships and promoted long-term growth opportunities. Responded to pre-sales inquiries, returns and routine order processing support. Directed phone calls to shorten service time and steer conversations towards targeted solutions.
Used web-based and proprietary knowledge bases to locate account and transaction information for customers and colleagues. Used business development frameworks and strategic growth strategies to develop short- and long-term customer service plans.
Handled external inquiries during peak periods to reduce wait times and maximize customer satisfaction.
Studied company products and services to maintain relevant knowledge and deliver top-notch service.
Customer Service Representative, Walmart, Jun 2017 Oct 2020, Brooklyn Park, MB
Minnesota
Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.
Resolved customer inquiries, complaints and issues providing insightful solutions. Answered inbound calls to greet and assist customers with various needs and questions.
Offered products and services to meet customers' needs and goals. Communicated with clients over phone, email and chat platforms. Navigated multiple systems to identify source of issue. Generated reports, correspondence and documentation for internal and customer use.
Relayed new and relevant information to customers and followed up on promises. Built strong knowledge of product line to assist customers in selecting products. Handled escalated callers to reach positive outcomes. Trained new employees on sales and customer service techniques. IT Help Desk Technician, North Hennepin Community College, Jan 2017 Apr 2019, Brooklyn Park, Minnesota
Evaluated problems with applications, workstations, servers and network components to serve customers and manage technical questions. Used defined help desk processes and procedures to deliver first-level technical support to customers.
Offered feedback on system operation to help develop modifications and reduce user problems.
Handled 75% of tickets personally and smoothly escalated advanced calls to satisfy customers' needs.
Recorded daily activities completed, data communications and remedial action. Answered user inquiries regarding computer software or hardware operation to resolve problems.
EDUCATION
Associate of Arts, Humanity
North Hennepin Community College Brooklyn Park, Minnesota GPA 3.5
Dean's List Honoree, 4 semesters.
Graduated in top 10 % of class.
Double major in Cybersecurity.
Bachelor of Science, Cyber Security Analyst
American National University North Virginia
Jan 2020
LANGUAGES
English, Fluent
Mandiago, Fluent
AWARDS
Student Athlete Award, 2008-2010
Top Performer, Inside Sales Team, 2007
Dean's List, Fall 2010-Spring 2011
Outstanding Achievement in Customer Satisfaction, 2019 ACCOMPLISHMENTS
Manage large amounts of incoming phone calls
Identify and assess customers' needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication
Generate sales leads
HOBBIES
love to read and research
learning about different types of culture
playing sport
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