Customer Service Representative

Faldin Teboh

863-***-**** Riverview, Florida, ***78 **************@*****.***

SUMMARY

Experienced customer service representative with over 3 years of experience in providing quality customer service. Possesses strong communication, problem-solving, and customer service skills. Skilled in handling customer inquiries and requests promptly and efficiently. PROFESSIONAL SKILLS

Operations Management

Issue & Conflict Resolution

Performance Reporting

Client Relationship Building

Cross-functional Collaboration

Office Applications

Conflict resolution

Customer Service/Support

Strategic Planning/Implementation

Product/Service Offerings

Problem Identification/Resolution

Resolving Conflict

Persuasive Speaking

Phone Operations

WORK EXPERIENCE

Customer Service Associate

Jan 2024 - Present

Concentrix

tampa, FL

Demonstrated strong interpersonal skills by handling escalated customer issues tactfully and effectively. Generated detailed reports on key performance metrics, providing valuable insights for decision-making processes. Maintained a detailed log of customer interactions and resolutions for quality assurance purposes. Utilized active listening skills to empathize with customers and address their concerns effectively. Evaluated customer satisfaction surveys to identify areas of improvement and implemented targeted strategies to address concerns. Collaborated with other customer service associates to ensure customer needs were met. Receive incoming calls from customers and attain to their needs. Prepare end of day report and report to the manager. Escalate complaints to the manager about clients when beyond my resolution. Developed customer loyalty and trust through excellent communication and problem-solving skills. Healthcare Customer Service Representative

Jan 2022 - Dec 2024

TTEC

Orlando, Florida

Maintained a comprehensive database of customer information. Maintained a working knowledge of healthcare services and benefits. Developed customer service procedures to ensure customer satisfaction. Educated customers on the use of healthcare services and benefits. Monitored customer feedback and relayed it to the appropriate staff. Assisted customers in selecting the best healthcare plan for their needs. Utilized conflict resolution skills to de-escalate tense situations and achieve satisfactory resolutions for all parties involved. Managed a high volume of incoming calls while maintaining professionalism and efficiency, consistently meeting or exceeding call metrics targets. Conducted in-depth research to provide data-driven solutions, resolving customer issues effectively. Ensured smooth transactions and clarity on account/application queries by supporting customers in Medicaid and marketplace insurance application processes. Boosted customer satisfaction by delivering accurate respond to incoming communications. Customer Service Representative

Jan 2020 - Sep 2022

Best Buy

Lanham, MD

Managed and determined customer inquiries daily to maintain customer satisfaction rate. Introduced feedback-driven improvements to enhance the user interface of customer support portal. Optimized customer onboarding experience by facilitating customer account setups and configurations on weekly basis. Advocated for customer needs in company meetings by devising introduction of three new service features. Addressed network-related complaints by collaborating with technical teams. Submitted requests to the proper department to prevent reoccurring issues, recommending process and procedure improvements. Received numerous customer service awards with respect to quality and accuracy, high turnover rates, and increased customer renewals. Earned management trust by serving as key holder, responsible for store opening and closing procedures. Created customer satisfaction surveys utilizing Microsoft Word to drastically reduce and mitigate potential problems. Assisted customers in navigating the company website and placing orders online, troubleshooting any technical issues. Maintained quality control standards, seeking new ways to improve customer service. Demonstrated a strong record of accomplishment when collaborating with cross-functional and cross-cultural teams. Created Microsoft Excel spreadsheets to track customer data and perform intense reconciliation processes. Prepared special reports on compromised account patterns, gathering and summarizing data accordingly. Assisted colleagues in an administrative fashion, typing letters, memos, and reports. Maintained professional relationships with client contacts to ensure top-notch customer service. Maintained quarterly and holiday mass mailings to inform clients of current promotions. Collaborated with other departments to resolve complex customer issues and ensure a seamless experience. Monitored customer service trends and developed strategies to improve customer satisfaction. Handled customer inquiries and complaints in a professional and courteous manner.

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