Service Representative Chat Agent

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SKILLS

WORK HISTORY

SUE LAROCCO

LOS ANGELES, CA 90045

949-***-**** **********@*****.***

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service- oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Smart Online Chat Specialist offering more than 5 years of experience in customer service. Known for saving customer relationships that had been deemed irreparable. Looking for another great opportunity to improve the user experience.

Telephone etiquette

Relationship building

Customer engagement

Issue escalation

POS systems expert

Excellent multi tasker

Complaint resolution specialist

Documentation and reporting

Zendesk

Team Building

Special projects

Customer services

LaRocco's Pizzeria

Live Chat Agent // Culver City, CA // June 2015 to December 2017 Turned Angry customers into Happy customers

Remedied issues quickly and within parameters of company-mandated policies and procedures. Worked closely with each customer to carefully resolve issues within timely fashion. Documented all customer information accurately in computer system, providing dated notes for future reference.

Asked open-ended questions to determine which products or services would be best fit for customer's needs.

Delivered prompt service to prioritize customer needs. Worked closely with each customer to carefully resolve issues within timely fashion. LaRocco's Pizzeria

Customer Service Representative Specialist // Culver City, CA // June 2007 to December 2017 Produced raving fans with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Provided primary customer support to internal and external customers. Updated account information to maintain customer records. Answered customer telephone calls promptly to avoid on-hold wait times. Offered advice and assistance to customers, paying attention to special needs or wants. Trained new personnel regarding company operations, policies and services. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Recommended products to customers, thoroughly explaining details. Answered product and service questions, suggesting other offerings to attract potential customers.

Promptly responded to inquiries and requests from prospective customers. Gateway Computers

Executive Assistant to the President // Poway, CA // March 2002 to May 2007 Used advanced software to prepare documents, reports and presentations. Successfully filtered calls and emails to enhance executive correspondence. Supported business and hospitality needs of corporate partners and staff during meetings and company events.

Organized and coordinated conferences and monthly meetings. Greeted arriving visitors, and efficiently determine the purpose of visit. Screened personal and business calls and directed to appropriate party. Managed calendar which included heavy volume of meeting coordination Handled heavy volume of calls and emails requiring prioritization according to urgency Travel coordination to include car, flight, and hotel accommodations Coordinated trade shows logistics as well as attended event • Screened calls and emails and responded accordingly to support executive correspondence. Responded to emails and other correspondence to facilitate communication and enhance business processes.

Organized envelopes, postage and mail correspondence for staff and leadership. Created expense reports, budgets and filing systems for management team.

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