Customer Service Representative
Resume:
Monica Mac Kenzie
Call center specialist
Portland, OR 97229
****************@*****.***
Bilingual Customer service representative English- Spanish Proficient in both English and Spanish.
Provided excellent customer service skills with being calm under pressure-
Demonstrated compassion and empathy for others- Demonstrated skills to de-escalate intense
conversation Soft-Skills
Authorized to work in the US for any employer
Work Experience
Customer Service Specialist
Conduent/Apple/Humana - Portland, OR
2017 to December 2022
Bilingual Customer service representative English- Spanish Proficient in both English and Spanish.
Provided excellent customer service skills with being calm under pressureDemonstrated compassion and empathy for others- Demonstrated skills to de-escalate intense
conversations- Soft skills- Ability to work with persons from a diverse range of experiences. Strong
time management skills (organization, prioritization, multitasking). Calm under pressure. Outstanding
customer service skills - seeing the humanity in others. Collaborated with other departments as
Mentor and trainer for recruits. A flexible communicator and a good listener who can multitask to solve
problems. Billing Representative used patience and effective communication skills to uncover customer
needs, answer questions, and leave a positive impression on every customer interaction. Helped with
sales and offered a great customer experience. Sales and Upsales of different technology from Apple.
Social Media Specialist
First Congregational United Church of Christ
2016 to 2017
Build and execute social media strategy through competitive research, platform determination,
benchmarking, messaging and audience identification Set up and optimize company pages within each
platform to increase the visibility of company's social content Collaborated with other departments
(customer relations, sales, etc.) to manage reputation, identify key players and coordinate a
Assessments
Customer focus & orientation — Highly Proficient
February 2021
Responding to customer situations with sensitivity
Full results: Highly Proficient
Customer service — Completed
February 2021
Identifying and resolving common customer issues
Full results: Completed
Call center customer service — Familiar
February 2021
Applying customer service skills in a call center setting
Full results: Familiar
Sales skills — Familiar
December 2022
Influencing and negotiating with customers
Skills
• Proficient in Microsoft Word, Excel, PowerPoint, Publisher, and all Adobe Design software and apps.
• Skillful on PC, MAC computer, and Mobile devices. Ipads, phones and computers (10+ years)
• Background in Technical Support in person, telephone, and online services. (10+ years)
• Extremely productive and effective in a high-volume, fast-paced environment.
• Data Entry and Database Administration.
• Acting skills, calming presence.
• People Oriented, friendly.
• Complaint Handling & Issue Resolution with excellent bilingual written and communication skills
specializing in customer service.
• Efficient in learning and retaining information and new skills.
• Teamwork player.
• Complaint Handling & Issue Resolution with attention to detail in a friendly and polite approach to
ensure customer retention.
• Great listener and Conflict resolution, problem solver, critical thinker.
• Empathetic
• fair
• patient
• level-headed.
• Troubleshooting
• Software Troubleshooting
• Help Desk
• Microsoft Windows
• Project Coordination
Contact this candidate