Customer Service Call Center
Resume:
stefany urias
Adept at navigating high-stress customer service scenarios, I significantly enhanced
customer loyalty and team efficiency during my tenure at Megas Yeeros. Leveraging critical thinking and Microsoft Excel prowess, I resolved complex issues, achieving a notable increase in repeat business. My approach combines empathetic customer engagement with strategic problem resolution, driving substantial improvements in service delivery.
Skills
• Customer service
• Active listening
• Critical thinking
• Data entry
• Customer relations
• Problem resolution
• Relationship building
• Call center experience
• Computer proficiency
• Conflict resolution
• Complaint handling
• Microsoft Excel
• Complaint resolution
• Payment processing
• Client relations
• Customer satisfaction measurement
• Professional telephone demeanor
• Call center operations
• Microsoft outlook
• Scheduling
• Follow-up skills
• Call management
• Product knowledge
• Paperwork processing
• Appointment scheduling
• Order processing
Passaic, NJ 07055
stefanycarolina17@gmail
.com
Bold Profile
• Team development
• Documentation
• Administrative support
• Microsoft Office Suite
• Microsoft PowerPoint
• Data collection
• Customer relationship management (CRM)
• Prioritization
• Staff training
• De-escalation techniques
• Building rapport
• Technical support
• Quality control
• Clerical support
• Live chat support
• Filing
• Dispute resolution
• Customer education
• Product sales
• Product and service solutions
• Multi-line phone talent
• Coordination
• Sales expertise
• Assertiveness
• Order fulfillment
• Store maintenance
• Recordkeeping strengths
• Account updating
• Research
• Account management
• Reading comprehension
• Spreadsheets
• Service upselling
• Office equipment proficiency
• Staff education and training
• Conflict mediation
• Proofreading
• Retail store support
• Stock management
• Service standard compliance
• Product promotion
• Document control
• Brand representation
• Quality assurance controls
• Escalation management
• Shipping and logistics
• Sales closing
• Product education
• Delivery scheduling
• Warehousing functions
• Receiving support
• Call triaging
• Process optimization
• Credit adjustments
• Promotional support
• Travel planning
• Warranty service
• Route management
Work History
2023-03 - Current Customer Service Representative
Megas Yeeros, Lyndhurst, NJ
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
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Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
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Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
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Responded to customer requests for products, services, and company information.
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2010-05 - 2018-07 Customer Service Representative
Nassau Lenses, Hackensack, NJ
Customer service representative, manage phone call, logistics. 2020-02 - 2021-03 IRA Specialist
Next Generation, Roseland, NJ
Supported business development efforts by collaborating with colleagues on marketing materials geared toward attracting new IRA clientele.
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Streamlined IRA account management processes for improved efficiency and reduced errors.
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Created comprehensive reports detailing account activity for both internal review and client presentation purposes.
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Collaborated with cross-functional teams to develop new investment products for IRA portfolios.
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2015-03 - 2021-03 Customer Service Representative
Robert Half
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
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Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
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Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
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Responded to customer requests for products, services, and company information.
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Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
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Developed strong product knowledge to provide informed recommendations based on individual customer needs.
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Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
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Assisted customers in navigating company website and placing online orders, improving overall user experience.
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Collaborated with team members to develop best practices for consistent customer service delivery.
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Contributed to sales growth by upselling products and services based on individual customer requirements.
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Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
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Exceeded performance metrics consistently, earning recognition as a top performer within the team.
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Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
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Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
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Trained new Customer Service Representatives on company policies, procedures, and best practices.
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Addressed customer inquiries to ensure satisfaction and foster positive service experience.
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Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
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Customized support strategies for high-priority clients to ensure their specific needs were met.
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Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
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Developed feedback system for customers to share their service experience, leading to actionable improvements.
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Improved resolution time with effective problem-solving for customer complaints.
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Coordinated with logistics department to expedite shipping for urgent customer orders.
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Participated in training programs to enhance product knowledge and customer service skills.
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Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
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Fostered positive customer service culture within team which led to higher customer satisfaction rates.
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Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
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Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
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Exhibited high energy and professionalism when dealing with clients and staff.
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• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs. Responded to customer requests, offering excellent support and tailored recommendations to address needs.
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• Maintained up-to-date knowledge of product and service changes. Met customer call guidelines for service levels, handle time and productivity.
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Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
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Followed up with customers about resolved issues to maintain high standards of customer service.
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Educated customers about billing, payment processing and support policies and procedures.
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• Responded proactively and positively to rapid change.
• Promptly responded to inquiries and requests from prospective customers. Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
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Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
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• Sought ways to improve processes and services provided. Managed timely and effective replacement of damaged or missing products.
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Enhanced productivity levels by anticipating needs and delivering outstanding support.
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Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
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• Cross-trained and provided backup support for organizational leadership.
• Investigated and resolved accounting, service and delivery concerns.
• Trained staff on operating procedures and company services. Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
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Increased efficiency and team productivity by promoting operational best practices.
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Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
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Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
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Increased efficiency and performance by monitoring team member productivity and providing feedback.
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• Implemented and developed customer service training processes.
• Cross-trained and backed up other customer service managers. Followed-through on all critical inter-departmental escalations to increase customer retention rates.
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Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
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Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
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• Created and maintained detailed database to develop promotional sales. Resolved associate, tool and service delivery issues revealed by statistical reports.
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Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
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Reduced process inconsistencies and effectively trained team members on best practices and protocols.
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• Identified and resolved discrepancies and errors in customer accounts. 2014-04 - 2020-08 Customer Service Representative
General Trading Co, Carlstadt, NJ
Customer service representative. Manage phone calls, custumers payment, logistics.
2008-01 - 2018-06 Customer Service Representative
Marriot Hotel, East Rutherford, NJ
Customer service representative,front desk receptionist,manage phone call. Education
Accounting : Accounting And Finance
Passaic County Community College - Paterson, NJ
2005-06 High School Diploma
Passaic High School - Passaic, NJ
Languages
Full Professional
Spanish
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