Customer Service Representative
Resume:
Joseph Ward
Phoenix, AZ *****
**********@*****.***
Authorized to work in the US for any employer
Work Experience
Remote Customer Service Representative
Best Western-Phoenix, AZ
January 2024 to December 2024
As a Customer Care Representative at Best Western, I provide exceptional service to guests by booking hotel accommodations worldwide and ensuring a seamless travel experience. My responsibilities included:
- **Reservation Management:** Assisted customers in making hotel reservations, modifying existing bookings, and canceling reservations as requested, ensuring accurate and timely processing.
- **Rewards Account Creation:** Guided customers in setting up Best Western Rewards accounts, explaining benefits and features to enhance customer loyalty and satisfaction.
- **Customer Support:** Addressed inquiries and resolved issues related to reservations, billing, and rewards programs, maintaining a high level of professionalism and empathy.
- **Communication:** Effectively communicated with guests via phone, email, and chat, providing clear information and support tailored to individual needs.
- **Database Management:** Maintained accurate records of customer interactions and transactions, ensuring data integrity and confidentiality.
- **Team Collaboration:** Worked closely with team members to share knowledge and improve customer service processes, contributing to a positive team environment.
• Provided exceptional customer service and support to remote customers, ensuring their needs were met and issues resolved in a timely manner
• Managed a high volume of incoming calls and emails from remote customers, consistently meeting or exceeding performance metrics for response time and customer satisfaction
• Demonstrated strong problem-solving skills by effectively troubleshooting technical issues faced by remote customers, resulting in XX% reduction in escalations to higher-level support teams
• Utilized CRM software to accurately document customer interactions, inquiries, and resolutions, maintaining comprehensive records for future reference
• Collaborated with cross-functional teams including sales, billing, and technical support to address complex customer inquiries or concerns remotely
• Assisted remote customers with product recommendations based on their specific needs and preferences, resulting in increased upsell opportunities
• Provided step-by-step guidance to remote customers on how to navigate online platforms or use software applications effectively
• Resolved billing discrepancies for remote customers by investigating account details and coordinating with the finance department for prompt resolution
• Maintained up-to-date knowledge of company products/services as well as industry trends to provide accurate information and recommendations remotely
Warehouse Associate
Nellis auction-Mesa, AZ
January 2023 to October 2023
• Received, inspected, and documented incoming shipments of products
• Efficiently organized and maintained inventory in accordance with company standards
• Accurately picked and packed orders for shipment, ensuring proper labeling and documentation
• Collaborated with team members to complete daily tasks in a timely manner
• Performed regular quality checks on products to ensure they met specifications
• Assisted in conducting physical inventory counts to reconcile stock levels
• Maintained a clean and organized work area, promoting safety and efficiency
• Followed all safety protocols and procedures while operating machinery or handling hazardous materials
• Communicated effectively with supervisors regarding any issues or concerns related to inventory or operations
Customer Service Representative
DirecTV AT&T-El Paso, TX
February 2022 to January 2023
• Gained extensive product knowledge to effectively assist customers and enhance their purchasing experience.
• Performed accurate data entry tasks to ensure the integrity and organization of customer information.
• Utilized upselling techniques to increase customer satisfaction and drive additional sales revenue.
• Cultivated strong relationships with customers, fostering loyalty and repeat business.
• Resolved customer issues promptly and effectively, ensuring a high level of satisfaction and retention.
• Facilitated multichannel communication to address customer inquiries across various platforms.
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Built rapport with customers through active listening, empathy, and personalized interactions
• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
• Upsold additional products or services to customers based on their needs and preferences
• Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
• Recognized as a top performer within the department based on consistently high levels of customer satisfaction ratings
Roofer/Laborer
Arizona pristine roofing-Phoenix, AZ
January 2020 to February 2022
• Installed and repaired various types of commercial roofing systems, including EPDM, TPO, PVC, and metal roofs
• Assisted in the preparation of work sites by removing debris and ensuring proper safety measures were in place
• Operated power tools such as drills, saws, and nail guns to complete roofing installations and repairs
• Measured and cut roofing materials accurately to ensure a precise fit during installation
• Applied adhesives, sealants, or caulks to repair leaks or prevent water damage on commercial roofs
• Collaborated with team members to efficiently complete projects within specified timelines
• Followed all safety protocols and guidelines to maintain a safe working environment for self and others
• Performed regular inspections of completed work to identify any potential issues or areas needing improvement
• Maintained clean job sites by properly disposing of waste materials after completing roofing projects
• Assisted in loading/unloading equipment and materials at job sites using appropriate lifting techniques
• Communicated effectively with supervisors regarding project progress, challenges encountered, and material needs
• Adhered to company policies regarding quality standards for commercial roof installations and repairs
• Worked outdoors in various weather conditions while maintaining productivity levels throughout the day
• Utilized knowledge of different roofing materials' properties to select appropriate products for specific projects
Education
GED
Delta Academy-El Paso, TX
January 2012 to September 2012
Skills
• Delivery Driver Experience
• Warehouse Experience
• Construction
• Communication skills
• Driving
• Microsoft Office
• Moving
• English
• Load & Unload
Certifications and Licenses
Driver's License
Non-CDL Class C
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