Service Representative Customer
Resume:
DIANA R. GARCIA
469-***-**** ***********.****@*****.***
Customer service professional with extensive experience performing in fast paced environments, troubleshooting, and problem resolution.
SKILLS
●Self-motivated and a professional, positive attitude
●Excellent communication and listening skills
●Excellent customer service and interpersonal skills
●Excellent keyboard skills, 10 key experience, and phone skills
●Quick to grasp new concepts and apply effectively
●Work well working in a team environment as well as independently
EXPERIENCE
MARCH 2019– TO PRESENT
CUSTOMER SERVICE REPRESENTATIVE, HERITAGE AUCTIONS
Receive and place inbound/outbound calls and properly document each one
Provide guidance and support for call escalations
Training of new customer support reps
Ensure timely follow-ups on client inquiries
Audit and maintain customer information database
Monitor calls to maintain and exceed customer service excellence
Assist with Coaching and motivating support reps
Assist with managing support reps work schedules
Performs callbacks to merchants to verify resolution of escalated issues
Address and resolve escalated customer complaints through our phone lines as well as Better Business Bureau, PayPal and other third party merchants used by the auction house
Make exceptions within the company guidelines to resolve client issues/complaints
WORKED WITH UPPER MANAGEMENT TO ENSURE APPROPRIATE CHANGES WERE MADE TO IMPROVE CUSTOMER SATISFACTION
FEBRUARY 2017 – TO MARCH 2019
COLLECTIONS SPECIALIST, HERITAGE AUCTIONS
●Make payment arrangements with clients and escalate slow-pay issues to upper management
●Receive and place inbound/outbound calls and properly document each one
●Perform customer account research and analysis to ensure proper resolution that would assist in getting payment from client
●Consistently follow-up with requests to upper management needed to resolve customer issues
●Handle cancellations of invoices for non-payment
●Review accounts for eligibility for reinstatement or for permanent closure of account
●Respond to email correspondence on a daily basis
●Request shipping requests for clients once payment is made
●Review accounts eligible to be sent on to third party collections
SEPTEMBER 2005– TO FEBRUARY 2017
CUSTOMER SERVICE REPRESENTATIVE, HERITAGE AUCTIONS
Receive and place inbound/outbound calls and properly document each one
Provide guidance and support for call escalations
Training of new customer support reps
Ensure timely follow-ups on client inquiries
Audit and maintain customer information database
Monitor calls to maintain and exceed customer service excellence
Assist with Coaching and motivating support reps
Assist with managing support reps work schedules
Performs callbacks to merchants to verify resolution of escalated issues
Address and resolve escalated customer complaints through our phone lines as well as Better Business Bureau, PayPal and other third party merchants used by the auction house
Make exceptions within the company guidelines to resolve client issues/complaints
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
MAY 2000– TO APRIL 2004
POTENTIAL CLIENT INTAKE SPECIALIST, JIM ADLER & ASSOC
Answered incoming calls from potential clients
Dispatched investigators out to potential client’s homes for sign up
Reviewed new client packets for complete work up
Documented all new client paperwork and assigned to caseworkers for work up
FRONT DESK RECEPTION, JIM ADLER & ASSOC.
Answered incoming calls and dispatch calls to appropriate department
Opened and documented all incoming mail and disbursed to various offices
EDUCATION
HIGH SCHOOL DIPLOMA, SKYLINE HIGH SCHOOL
REFERENCES
Norma Villegas, VP of Auction Operations Heritage Auctions
Jose Berumen, Director of Currency Operations Heritage Auctions
Mayra Olvera, HR Leader for the Americas CAE
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