Call Center Customer Service

EDITH VEGA

Madison, WI *****

608-***-**** - *************@*****.***

PROFESSIONAL SUMMARY

Eager to provide World Class Customer Service to our patients. Experienced with following scripts and providing personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. SKILLS

Providing World Class Customer

Service

Fluent in English and Spanish

Analytical abilities

Conflict mediation

Decision Making

Training and Development

Process Improvement

Excellent Communication

Active Listening

Problem Solving

Team Building

Typing Speed

Adaptability

WORK HISTORY

09/2021 to 11/2022 Senior Call Center Representative Exact Sciences Laboratories – Madison, WI

Implementing efficient problem-solving techniques and providing accurate information.

Enhanced first-call resolution rates by employing active listening skills and promptly addressing customers'' concerns.

Collaborated with team members to streamline processes, resulting in improved overall efficiency and productivity.

Assisted with other departments on new projects that can assure efficient world class service

Conducted comprehensive training sessions for new hires such as shadowing Exceeded target key performance indicators regularly, contributing significantly to the success of the call center operation as a whole. Recognized and rewarded for consistently going above and beyond to meet customer expectations, resulting in a significant increase in positive feedback and commendations.

Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Provided constructive feedback to colleagues through regular performance evaluations, fostering professional growth within the team. Partnered with other departments to address complex customer issues, facilitating timely resolutions and enhanced client satisfaction levels. 04/2018 to 10/2020 Call Center Representative

Great Wolf Resorts Inc.

Handled customers effectively by identifying needs, building rapport, approaching complex situations and resolving problems to maximize efficiency Delivered fast, friendly, and knowledgeable service for routine questions and service complaints

Improved service quality and increased sales by developing strong knowledge of company's products and services

Explained key information regarding products and services to customers to encourage informed decision-making

Met or exceeded call speed, accuracy, and volume benchmarks on consistent basis. 03/2010 to 03/2018 La Mestiza

Assist with opening and closing procedures, setting up dining room and kitchen to facilitate next day workflow and service

Manage in-person and telephone guest inquiries, customer service requests, and reservation bookings

Occasionally responsible for maintaining efficient flow of drinks to customers at the bar and dining room area

Assisted guests with making menu choices in an informative and helpful fashion Provided excellent customer service: worked closely with restaurant staff to ensure that orders were served in an efficient manner.

EDUCATION

09/2021 GED

Madison College - Madison, Wisconsin

LANGUAGES

Spanish

Native or Bilingual

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