Remote Customer Service

Marta L. Paris

Melbourne, FL

Phone Number: 772-***-****

Email Address: **********@*****.***

PROFESSIONAL SUMMARY

I am an enthusiastic and motivated individual who has an infectious spirit that helps to drive the performance of any team forward to the achievement of its goals. Putting the needs of customers is what I put first, and all my energy is invested in producing first call resolutions and solutions for my customers.

SKILLS

Efficient call handling

MS Office proficiency

Strong interpersonal skills

Embracing of workplace diversity

Excellent customer service skills and communication skills with white glove service.

Call quality skills

Effective communication skills

Conflict management skills

Motivating

Business acumen

Inspirational

Self-disciplined

Bilingual in English and Spanish

March 2020 to present

Remote customer service and sales for Holland America Cruises.

Assisted customers with bookings.

Made new bookings and offered services to enhance customers’ travel experience.

Pre and Post cruise hotel bookings

Handled with care any and all special situations to insure and maintain customer satisfaction.

January 2018 to January 2020

PROFESSIONAL EXPERIENCE

Airbnb, Port St. Lucie, FL

Customer Service Associate REMOTE

Supported customer service goals and enhanced relations through confident knowledgebase with positive communication.

Delivered efficient and knowledgeable service for routine questions and service complaints.

Educated customers on special pricing opportunities and company offerings.

Documented conversations with customers in the CRM to track requests, problems, and solutions.

Met and exceeded productivity targets by handling every interaction with world class service levels, including processing payments and setting up payment plans.

Expected to manipulate multiple systems to keep track of the guests, complaints, payments, and other business-related items.

Maintained strict quality control policies during customer interactions as per the company guidelines.

Supported company and clients, including address inquiries, resolving issues, and managing customer relations.

AT&T Communications, Port St. Lucie, FL

Quality Assurance Facilitator June 2010 to May 2015 REMOTE

Kept records of quality reports and call evaluations.

Analyzed and facilitated group and individual sessions to discuss performance results and provided feedback and best practices for performance improvement.

Monitored performance by reviewing calls and evaluating performance.

Appraised customers’ requirements and worked to maintain customer satisfaction.

Handled escalated customer complaints and provided resolutions to restore service satisfaction.

Worked successfully with diverse work groups to accomplish goals and address issues related to products and services.

EDUCATION AND TRAINING

Barry University, Fort Lauderdale, FL Business Administration

Florida Career College Certification in Medical Billing and Coding

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