Customer Service Representative

LINDA WILSON

************@*****.*** 505-***-****

Albuquerque, NM 87124

PROFESSIONAL

SUMMARY

Talented Customer Service professional

offering 20 years of experience in

progressive roles of accountability and

leadership. Pursuing opportunities in

management to leverage advanced skills

in staff training and development.

Self-motivated and hardworking with

exceptional communication skills and

Customer services knowledge. Diligent

Customer Service Representative bringing

top-notch skills in oral and written

communication, active listening and

analytical problem-solving skills. Able to

enhance customer experiences by

employing service-oriented behaviors,

understanding customer desires and

providing customized solutions to build

loyalty.

SKILLS • Complaint

resolution

• Credit card

processing

• Multi-line phone

talent

• Creative problem

solving

• Computer proficient

• Data entry

• Money handling abilities

WORK HISTORY Analyst TEKSYSTEMS,-ALBUQUERQUE NM 06/2023-09/2024

. Medicaid Human resource

. Processes case through Aspen

. Call customer if needed to update contacts information or clarification of income

. Google Teams for stand ups and stand downs

. Excel spreadsheets

. Outlook emails

. 100 or more cases a day to processes

Agent Alorica - Albuquerque, NM 02/2017 –

11/2022

• Answered constant flow of customer calls with up to 30 calls in queue per minute

• Described La Quinta points to customers, thoroughly explaining details and care of merchandise

• Entered customer interaction details into their points system to track requests, document problems and record solutions offered

• Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns

• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction

• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions

• Fielded diverse customer questions about issues such as available merchandise, current prices and upcoming company changes

• Greeted customers and helped with product questions, selections, and purchases including in-store and e-service transactions

• Answered customer telephone calls promptly and in appropriate manner

• Provided information to customers regarding La Quinta charge card and loyalty program and helped to open and activate new accounts

Agent Sitel - Albuquerque, NM 02/2018 -

07/2018

• Answered customer telephone calls promptly and in appropriate manner

• Provided information to customers regarding Western Union charge card and loyalty program and helped to open and activate new accounts

• Evaluated account and service histories to identify trends, using data to mitigate future issues

• Answered constant flow of customer calls with up to 100 calls in queue per minute

• Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns

• Greeted customers and helped with product questions, selections, and purchases including in-store and e-service transactions

• Compiled customer feedback and recommended service delivery improvements to management

• Consulted with outside parties to resolve discrepancies and create effective solutions

• Provided primary customer support to internal and external customers in fast-paced environment

• Entered customer interaction details in Utilities accounts to track requests, document problems and record solutions offered

• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions

• Fielded diverse customer questions about issues such as available merchandise, current prices and upcoming company changes

Customer Service Cashier Wendy's Co - Albuquerque, NM 03/2010 -

03/2012

• Addressed guest complaints and resolved issues to promote satisfaction

• Restocked inventory and ingredient items to maintain optimal kitchen efficiency

• Maintained clean and organized appearance for all restaurant areas to attract and retain customers

• Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies

• Used downtimes to prepare ingredients and restock supplies for expected busy periods

• Cleaned and sanitized all work surfaces between preparation of various foods, avoiding cross-contamination while maintaining food safety guidelines

• Prevented food spoilage by monitoring dates, rotating stock and following proper storage procedures

• Maintained composure and work quality while under stress

• Recorded, monitored, and maintained optimal and required food temperatures through kitchen, restaurant, and storage areas

• Promoted customer satisfaction by preparing food according to standard recipes with modifications based on individual customer requirements

• Maintained clean, trash-free workspaces to maximize productivity and safety

• Organized, arranged, and re-stocked various stations, including buffet, salad bar, and service areas

• Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads

Customer Service Cashier Kentucky Fried Chicken - Albuquerque, NM 01/2004 - 08/2008

• Adhered to company standards and compliance requirements for operations and cleanliness of all areas

• Trained and mentored new employees to maximize

team performance

• Tracked receipts, employee hours and inventory movements

• Excelled in every store position and regularly backed up front-line staff to keep expertise fresh and relevant

• Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs such as labor and preventing waste

• Managed schedules, accepted time off requests and found coverage for short shifts

• Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team

• Communicated best practices among on-site and

external personnel to align efforts and goals

• Created, managed and executed business plan and

communicated company vision and objectives to motivate teams

• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success

• Maintained professional demeanor by staying calm when addressing unhappy or angry customers

• Set aggressive targets for employees to drive company success and strengthen motivation

EDUCATION International Institute of America, Albuquerque, NM Associate of Arts: Business and administrations

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