Customer Service Representative

PROFESSIONAL SUMMARY

Personable and dedicated Customer Service Specialist with extensive

experience in the finance industry. Experienced in utilizing CRM software and Salesforce Analysis. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Knowledgeable and dedicated customer service professional. 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. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. WORK HISTORY

Customer Experience Specialist, 12/2017 to 05/2023 Amazon - Remote

CONTACT

Address: Horn Lake, MS 38637

Phone: 662-***-****

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

SKILLS

JULISA FIRROW

Cross trained in multiple departments to know all company needs and train new employees

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• Analyzed and updated all necessary changes to Salesforce software Processed customer service requests via phone support and email support

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Customized CRM using the most up-to-date tools (i.e., workflows, triggers)

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Noted customer correspondence in CRM to track requests, problems and solutions

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Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services

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Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools

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Audited internal data and processes to identify and manage initiatives, improving business performance

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• Recommended metrics and models based on observed trends Worked with internal teams to understand business needs and changing strategies.

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• Efficient and Detail-Oriented

• Email Support

• Understanding Customer Needs

• Creative Problem Solving

• Call Documentation

• Order and Refund Processing

• Salesforce

• Data Entry

• CRM Software

• LiveChat

• Microsoft Office

Billing Adjustments and Refunds

Review

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• Upselling

• Data Communications

• Call Volume and Quality Metrics

• Billing Procedures

• Process Transactions

• Performance Goals

• Livechat Messaging

• Strong Computational Skills

• Business Metrics

Customer Service Representative, 09/2015 to 11/2017 Comcast Technology Solutions

Customer Accounts Rep, 12/2014 to 08/2015

AT&T

EDUCATION

Bachelor Of Business Administration, Business Management, 08/2013 Mississippi Valley State University - Itta Bena, MS Documented customer correspondence in CRM to track requests, problems and solutions

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Assisted customers with making payments or establishing payment plans to bring accounts current

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Upheld quality control policies and procedures to increase customer satisfaction

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Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions

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Relayed customer feedback to cross-functional teams to improve products and services

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Trained new hires on products and services, best practices and protocols to reduce process gaps.

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Reviewed daily customer transactions, open and closed account reports to verify accuracies and keep all customer information current

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Maintained customer database by entering any new and updated customer and account information

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Satisfied customer queries over phone and email to maintain positive patient-provider relationships.

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Researched billing errors and discrepancies to initiate corrective action.

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Responded to customer inquiries and provided detailed account information.

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Contact this candidate