Customer Service Call Center
Resume:
Kathlyn Nieves
*** ********** **** **, *** Park, IL 60302
adxu4q@r.postjobfree.com
CAREER OBJECTIVE
A position with a progressive company in a Customer Service position with an opportunity to advance within the organization
SUMMARY OF QUALIFICATIONS
● Seasoned customer service professional with 10 years experience in sales, marketing and business development
● Driven leader with 5 years experience in Quality Control, Team Lead, Mentoring new hires with training, developing skill set, providing support to organization and team objectives
● Proven skills in business process management, quality control administration and customer relations
● Strong ability in maintaining a professional demeanor with diverse groups and various settings
● Results- oriented with ability to build strategic relationships to support organizational goals
● Excellent use of verbal, written, and electronic communication skills across diverse platforms
● Driven leader capable of adapting to challenging business industries and environments
● Demonstrates competencies in creative problem solving, self management, multi-tasking, and organizational resource planning
● Proficient working knowledge of Microsoft Office Suite and various software programs, solutions and systems
PROFESSIONAL EXPERIENCE
PCG Consulting Group CSR - Chicago, IL - July 2021 - Current
● Provide customer service to new and existing customers to resolve concerns
● Listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes
● Turning complaints into
opportunities
● Responding to all requests for
information/inquiries quickly
● Recording details of all inquiries, comments and complaints
● Solving customer service
problems
● Keeping track of all team deadlines
and target
Hyundai Program Core CRS - 24.7 Intouch - Phoenix, AZ - June 2019 - December 2019
● Provide customer service to new or existing customers, resolve complex issues to ensure customer retention
● Scheduled appointments to meet customer needs
● Develop and maintain relationships with corporate professionals within horizontal and vertical lines of business
● Listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes
● Turning complaints into opportunities
● Responding to all requests for information/inquiries quickly
● Recording details of all inquiries, comments and complaints
● Solving customer service problems
● Keeping track of all team deadlines and targets
Safety and Security CRS - Teletech - Phoenix, AZ - April 2015 - September 2017
● Received and responded to emergency in- vehicle calls
● Routed dispatch calls to police and fire departments as appropriate
● Determined locations and severity of emergencies
● Coordinated and monitored emergency response activity
● Responsible for dispatching Police, Fire, and EMS calls for Hyundai vehicles Provide accurate details to officials with emergency information and details of locations and situations
● Maintained high levels of confidentiality and security of sensitive data
● Listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes
● Turning complaints into opportunities for both customers and team members
● Responding to all requests for information/inquiries quickly
● Solving customer service problems
Teleservices Representative - CMG - San Diego, CA - Sept 2013 -May 2014
● Strategically managed results based marketing campaigns to meet client objectives
● Develop and maintain relationships with corporate professionals within horizontal and vertical lines of business
● Effectively marketed technical products and services to decision makers to gain measurable sales opportunities
● Conduct organization and product research to gain market intelligence for all campaign assignments Customer Relations - AZDZ Productions LLC - Phoenix, AZ May 2009 - September 2012
● Provide customer service to new or existing customers, resolve complex issues to ensure customer retention
● Scheduled appointments to meet customer needs
● Develop and maintain relationships with corporate professionals within horizontal and vertical lines of business
● Listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes
● Turning complaints into opportunities
● Responding to all requests for information/inquiries quickly
● Keeping track of all team deadlines and targets
● Logging, processing and progress chasing inquiries
● Getting an encouraging feedback from customers on the service they have received
● Disagreeing agreeably - saying ‘no’ when you have to
● Helping out with the induction & training of new customer services advisors
● Receiving and processing cash payments
● Handling complex queries and complaints
Quality Control Coordinator - Televerde Phoenix, AZ - October 2008 - December 2011
● Actively monitor calls for multiple campaigns ranging from event recruitment for Microsoft and Avnet to lead generation for SAP, Meraki, Sage, and Sybase to ensure the leads meet clients objectives and maximize ROI
● Process monitoring forms, effectively communicating constructive feedback for improvements in calling techniques, completing approximately 180 – 200 monitoring forms monthly
● Participate in regular calibration sessions with call center operations and management teams
● Create accurate and punctual reports for campaign deliverables and non deliverables, working closely with Performance Managers to enhance agent performance and project success
● Perform declined deliverable analysis for various projects, Meraki, SAP, and MS US Services LG Extranet
● Identify trends within campaigns and agents, effectively communicating them to Performance Managers so these areas can be addressed to maximize calling efforts
● Training and coaching Quality Control agents with the monitoring and validation process, call records, documentation, and objectives of each campaign type
● Create training documents and materials for use in Quality Control new hire classes Teleservices Representative - Televerde Phoenix, AZ - June 2007 - December 2008
● Strategically managed results based marketing campaigns to meet client objectives
● Develop and maintain relationships with corporate professionals within horizontal and vertical lines of business
● Effectively marketed technical products and services to decision makers to gain measurable sales opportunities
● Conduct organization and product research to gain market intelligence for all campaign assignments EDUCATION AND PROFESSIONAL DEVELOPMENT
Rio Salado Community
College
● AAS Quality Customer Service - Graduated April 29, 2019 Professional Development and Training
● Business Acumen (2010)
● Lead Generation and Level 2 ERP, CRM, Cloud Computing and BI Training
● Toastmasters International (2005-2015)
Contact this candidate