Customer Service Representative

Irma Rodriquez

**** **** ****, ** ***** 737-***-****

****.***************@*****.***

PROFESSIONAL

SUMMARY

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. SKILLS Needs Assessment

Customer Account Management

Upselling Products and Services

Customer Data Confidentiality

Calm and Professional Under

Pressure

Customer Retention Strategies

Call Documentation

Interpretation and Translation

Services

Upbeat and Positive Personality

Issue and Complaint Resolution

Efficient and Detail-Oriented

Building Customer Trust and

Loyalty

Order and Refund Processing

Responding to Difficult Customers

Understanding Customer Needs

WORK HISTORY CUSTOMER SERVICE REPRESENTATIVE 04/1991 to 06/1993 Cox Cable Lubbock

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants.

CUSTOMER SERVICE AGENT/RESERVATION AGENT 01/1989 to 02/1991 AADMC Dallas Tx

Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills. Provided customers with information about availability and pricing. Resolved various issues and discrepancies for customers. Handled billing information over phone.

Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.

Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.

Prepared customer invoices, accepted payments and processed refund and cancellation requests.

Worked closely with front desk to achieve full occupancy of property. Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.

Maintained awareness of types of rooms available in different resort locations.

Provided follow through on all calls with confirmations and dissemination of requested information.

Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities. Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.

EDUCATION Diploma 01/1991

International Travel Academy, Arlington Tx

High School Diploma 05/1988

Slaton High School, Slaton, TX

CERTIFICATIONS CET - EKG Technician

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