Customer Service Center Representative
Resume:
KAZOUA XIONG
Altamonte Springs, FL *****
*********@*****.***
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Technical Troubleshooting
Customer Support
Cash handling
Organized
Team player
Sutherland Global Services - Remote
October 2024 to Present
Customer Service Representative
Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
Built rapport with customers through active listening, empathy, and personalized interactions
Utilized active listening techniques when interacting with customers allowing me understand their needs better leading to improved issue resolution rate
Maintained a positive attitude and professional demeanor even when faced with challenging or difficult customers
FAIRWINDS Credit Union
5/2018-8/2024
Orlando,Florida
Customer Care Center Representative
Inform members of procedures for applying for services. Determine charges for services requested, collect deposits or payments for loans and credit card Refer unresolved customer complaints to designated departments for further investigation. Check to ensure that appropriate changes were made to resolve customers' problems. Hear and resolve complaints from customers. Troubleshooting for Online Banking (resetting password, first time registering, update use name) Answered customer inquiries promptly and professionally.
CHARTER
4/2016-5/2018
Orlando, FL
Customer Care Center Representative
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Check to ensure that appropriate changes were made to resolve customers' problems. Determine charges for services requested, collect deposits or payments, or arrange for billing. Refer unresolved customer complaints to designated departments for further investigation. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Recommend products, packaging, service, or billing methods and procedures to prevent future problems. Solicit sales of new or additional services or products.
BRIGHTHOUSE NETWORKS
9/2002-5/2016
Orlando, FL
Customer Care Center Representative
Receive payment and record receipts for services.
Hear and resolve complaints from customers.
Schedule appointments for customers.
Confer with customers in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
Determine charges for services requested, collect deposits or payments, or arrange for billing. Refer unresolved customer complaints to designated departments for further investigation. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
SUMMARY
SKILLS
EXPERIENCE
Maintained detailed records of customer interactions, transactions and comments for future reference. Assisted customers with product selection, ordering, billing, returns, exchanges and technical support. Resolved customer complaints promptly and efficiently.
BACHELOR OF SCIENCE: INFORMATION TECHNOLOGY 05/1999 Immaculata University, IMMACULATA, PA
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