Customer Service Representative

SUMMARY

SKILLS

EXPERIENCE

Kenneth Sessom

(C) 325-***-**** *********@*****.*** Round Rock, TX 78665 Cheerful and upbeat professional with history of exceeding customer service expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Computer Software.

Hard worker/Fast Learner

Multi-tasking

Communication skills

Service Advisor, Alorica, February 2018-Current

Austin, TX

Set up repair appointments with Customer Experience Managers to meet customer needs and resolve key concerns.

Explained amount for expected services and provided detailed answers to customer questions.

Answered numerous daily phone calls to resolve different customer issues efficiently. Customer Service Representative, TruGreen, July 2016-December 2017 Round Rock, Texas

Consulted with customers to determine best methods to resolve service and billing issues. Reviewed account and service histories to identify trends and issues. Evaluated customer account information to assess current issues and determine potential solutions.

Answered customer questions and addressed concerns, resulting in 50% reduction in complaint calls.

Assisted approximately 30 customers each day with product and service questions. Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Documented conversations with customers to track requests, problems and solutions. Created and implemented process improvements to reduce workloads and bolster callback efficiency.

Customer Service Representative, Roto Rooter Plumbers, June 2012-February 2016 Austin, Texas

Answered customer questions and addressed concerns, resulting in 70% reduction in complaint calls.

EDUCATION AND TRAINING

Collected customer feedback and recommended procedural or product changes to enhance future service delivery.

Interviewed customers regarding plumbing issues and reported feedback to management team.

Customer Sales Representative, SITEL Worldwide Corporation, September 2008-March 2012 San Angelo, Texas

Advised customers on promotions, sales procedures and strategies for maximizing results from company products.

Evaluated customer account information to assess current issues and determine potential solutions.

Maintained comprehensive understanding of company offerings to drive consistent sales during routine service touches.

Performed cost-benefit analysis of potential products and customers to make effective sales strategy decisions.

Customer Service Representative, Dish Network, September 2002-April 2008 El Paso, Texas

Assessed customer needs and upsold products and services to maximize Dish sales. Escalated customer concerns, store issues and inventory requirements to supervisors. Informed customers about billing procedures, processed payments and provided payment option setup assistance.

High School Diploma

Ozona High School, Ozona TX May 2000

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