Customer Service Representative
Resume:
TINLEY PARK, IL *****
******.***********@*****.***
PAMELA ROSARIO
PROFESSIONAL SUMMARY
Customer-focused professional with 4 years of experience delivering exceptional customer service. Proven track record of effectively resolving inquiries, handling complaints, and ensuring customer satisfaction. Skilled at utilizing communication and problem-solving abilities to interact positively with customers. Strong multitasker, capable of managing high call volumes and maintaining a high level of professionalism. I am eager to contribute my customer service skills to enhance the reputation and success of your organization while continuously improving the customer experience. CORE COMPETENCIES
• Excellent verbal and written
communication skills
• Strong problem-solving and
conflict resolution abilities
• Proficient in using customer
relationship management (CRM)
software
• Ability to remain calm and patient
in high pressure situations
• Strong active listening skills and
empathy for customer needs
• Detail-oriented with a focus on
accuracy in data entry
• Proficient in Microsoft Office
Suite (Word, Excel, PowerPoint,
Outlook)
• Typing speed of 60 WPM
EXPERIENCE
Everise, Remote — Customer Service Representative
FEBRUARY 2024 - JULY 2025
• Handled 50+ inbound calls daily, assisting with billing, technical support, and account updates.
• Maintained a 95%+ customer satisfaction rating through active listening and effective problem resolution.
• Accurately documented all customer interactions using Salesforce and other CRM tools.
• Reduced call escalations by 30% through proactive issue resolution and customer education.
• Participated in the creation and improvement of support documentation, FAQs, and knowledge base articles.
• Assisted in the design and execution of client feedback surveys to gather insights for service improvement.
Mercy Hospital, Buffalo, NY — Customer Service Representative MARCH 2022 - FEBRUARY 2024
• Assisted customers via phone, email, and live chat, addressing inquiries, resolving issues, and providing product information.
• Achieved a consistent customer satisfaction rate of over 95% through effective problem-solving and attentive communication.
• Handled escalated customer concerns and complaints, de-escalating situations and finding satisfactory resolutions.
• Collaborated with the sales team to identify cross-selling and upselling opportunities, contributing to increased revenue.
• Maintained accurate and detailed records of customer interactions in the CRM system.
South Shore Hospital, Remote — Client Support Specialist, JANUARY 2019 - FEBRUARY 2022
• Provided technical support to clients, guiding them through troubleshooting processes and resolving software-related issues.
• Conducted product training sessions for new clients to ensure a smooth onboarding experience.
• Participated in the creation and improvement of support documentation, FAQs, and knowledge base articles.
• Collaborated with the product development team to communicate client feedback and enhancement requests.
• Assisted in the design and execution of client feedback surveys to gather insights for service improvement
The Warranty Group, Chicago, IL — Customer Service Representative APRIL 2015 - JULY 2018
• Provided policyholders with detailed service contract info and processed claims efficiently.
• Handled a high volume of calls while maintaining professionalism and accuracy.
• Explained complex coverage options in clear terms to help customers make informed decisions.
• Achieved top-10 performance in call quality scores for 6 consecutive months.
• Contributed to updating internal FAQs, reducing average call time by 12%.
EDUCATION
University of Phoenix, Remote — Associate of Arts in Liberal Arts AUGUST 2002 - JUNE 2005
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