Customer Service Call Center
Resume:
Kristy
Shelton
San Antonio, TX *****
***************@******.***
WWW: Bold Profile
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Paperwork, filing, answering phones,
parts ordering and updating information
Knowledgeable and skilled in a
administrative setting
Ability to handle office environment
and equipment
10 year experience in selling
strategies, client relationship building and
outside and inside sales.
Work well with minimal supervision
Able to meet deadlines through time
management and multi-tasking skills
Ability to prioritize and remain
focused on the essence of an issue
Excellent customer service
Typing 40 wpm; 10-key by touch
Familiar with common computer
software: Microsoft Office and Excel
Skilled At learning new concepts
quickly while working well under
pressure
Staffing
Operations oversight
Business operations management
Customer satisfaction
Call center operations
Telephone etiquette
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed, and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Experienced Customer Service Representative with 16 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Work history
Owner/Operator
Puppy Paws Mobile Dog Grooming, San Antonio, TX March 2018 - Current Drive-Thru Cashier
Taco Cabana, San Antonio, TX January 2011 - January 2018 Customer Service
groom, bathe and nail trim
ear cleaning and anal glands
Investigated and resolved accounting, service and delivery concerns. Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Promptly responded to inquiries and requests from prospective customers. Investigated and resolved customer inquiries and complaints quickly. Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Followed up with customers about resolved issues to maintain high standards of customer service.
Exhibited high energy and professionalism when dealing with clients and staff. Education
Associate's Degree in Medical
Assistant
Hallmark College of Technology, San
Antonio, TX June 2013
High School Diploma
Highlands High School, San Antonio,
TX May 1994
No Degree in Peace Officer
Licence
San Antonio College, San Antonio,
TX January 2005
Externship-160 Hours-AAA Medical
Solutions
Duties: Greeting patients, customer
service, prepared exam rooms, filing,
charting, connecting patients to Estim
machine
Internet and Phone Technician
Transcom July 2004 - September 2011
Inbound Call Center Representative
USAA, San Antonio, TX January 2001 - June 2004
Outbound Customer Service Representative
Orion Marketing, San Antonio, TX January 1996 - January 2001 Entered customers technical problems with phone or internet service Managed multi-lined phones
Process client files and schedule appointments
Strengthened communication skills through regular interactions with others. Self-motivated, with a strong sense of personal responsibility. Resolved problems, improved operations and provided exceptional service. Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
Answered phone with friendly greeting to create positive inbound calling experience for customers.
Resolved complaints to satisfy customers and encourage future transactions. Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
Facilitated communication between customers and other departments to facilitate resolution.
Followed standard operating procedures when handling customer problems and complaints.
Provided timely feedback to management regarding customer inquiries and issues.
Utilized basic troubleshooting techniques to diagnose and resolve customer inquiries.
Utilized active listening skills to identify customer needs and provide appropriate solutions.
Recorded customer interactions, inquiries and comments in customer service database for traceability.
Assisted customers with home equity options
Followed up with customers regarding long term benefits available Outstanding customer service skills/friendliness
Checked on options available and provided explanations for options as needed RECOGNITION AND ACCOMPLISHMENTS
CPR and AED Certified
First Aid Certified
Bloodborne Pathogen Certified
Certified Peace Officer License
ABK Honor Society Member
3.91 CGPA
Board Member for residential HOA
2001 award from Bob Davis Ceo USAA
It was a 12 week training starting for home loans. We were to write something funny we did the night before graduation to move on to the floor. I was the youngest in the class and mine was the funniest thing that happened the evening before graduation, therefore I won the CEO Bob Davis award out of my whole class of 30 of us.
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