Service Representative Customer

Santa Paula, CA ***** 805-***-**** ***********@*****.***

FELICIA ECHIRIBEL-CARRILLO

I am a very knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. I am an active listener and have great problem-solving skills, I try to understand customer desires and provide customized solutions to build loyalty. I an organized and dependable, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. PROFESSIONAL

SUMMARY

SKILLS Issue and Complaint

Resolution

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● Records Management

Calm and Professional

Under Pressure

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● Financial Transactions

Administrative and Office

Support

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● Customer Care

● Microsoft Office

Billing Adjustments and

Refunds

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● Process Transactions

CONSUMER CONSULTANT/COLLECTIONS REPRESENTATIVE/CUSTOMER SERVICE REPRESENTATIVE 02/2016 to Current

Frontier, Thousand Oaks, CA

WORK HISTORY

● Enhanced productivity levels by anticipating needs and delivering outstanding support.

● Investigated and resolved customer inquiries and complaints quickly. Clarified customer issues and determined root cause of problems to resolve customer complaints.

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Responded to customer requests, offering excellent support and tailored recommendations to address needs.

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● Met customer call guidelines for service levels, handle time and productivity.

● Updated account information to maintain customer records.

● Delivered prompt service to prioritize customer needs.

● Answered customer telephone calls promptly to avoid on-hold wait times. Educated customers about billing, payment processing and support policies and procedures.

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● Handled customer inquiries and suggestions courteously and professionally.

● Counseled debtors on payment options and arranged installment agreements. Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.

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● Contacted customers to discuss past-due accounts and negotiated payment plans.

● Processed payments on multiple payment systems.

● Researched accounts and completed due diligence to resolve collection problems.

● Worked with customer to create debt repayment plan based on current financial condition.

● Achieved performance goals on consistent basis.

CUSTOMER SERVICE REPRESENTATIVE 01/2014 to 01/2016 DCH Auto Group, Oxnard, CA

CUSTOMER SERVICE 01/2012 to 12/2013

Ross Stores, Aventura, FL

● Maintained high volume of calls and met demands of busy and productive group.

● Entered client details and notes into system for interdepartmental access and review. Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

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● Organized, maintained and updated information in computer databases.

● Entered daily data in computer systems.

● Handled complaints and questions, and re-directed calls to other team members.

● Scheduled and confirmed appointments.

Scheduled follow up calls with potential customers to gain interest in scheduling appointments.

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● Resolved customer problems and complaints.

Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.

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● Addressed client inquiries and updated database information.

● Collected payments, processed transactions and updated relevant records.

● Confirmed appointments, communicated with clients, and updated client records.

● Stocked merchandise, clearly labeling items, and arranging according to size or color.

● Maintained clean sales floor and straightened and faced merchandise. Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.

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Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.

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● Provided exceptional services and pleasant shopping experiences to retail customers. Balanced and organized cash register by handling cash, counting change, and storing coupons.

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Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.

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● Used POS system to process sales, returns, and gift card activations.

● Helped customers complete purchases, locate items, and join reward programs.

● Listened to customer needs and desires to identify and recommend optimal products.

● Greeted customers and helped with product questions, selections, and purchases. Renaissance High School, Santa Paula

High School Diploma, 06/2011

EDUCATION

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