Customer Service Representative
Resume:
Gwendolyn King
520-***-**** ************@*****.*** Sierra Vista, AZ 85635
PROFESSIONAL SUMMARY
Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.
SKILLS
Credit card payment processing Report creation Report generation Courteous demeanor Clerical support Conflict mediation Customer relations Problem-solving abilities Adaptive team player Inbound and Outbound Calling Active listening Time management Dispute resolution Multi-line phone talent Order fulfillment Quality control EXPERIENCE
CUSTOMER SERVICE REPRESENTATIVE
Safelite Auto Glass, October 2023-January 2024
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
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• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
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• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Educated customers on special pricing opportunities and company offerings.
• Assisted customers with making payments or establishing payment plans to bring accounts current.
• Fielded customer complaints and queries, fast-tracking them for problem resolution. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
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• Asked probing questions to determine service needs and accurately input information into electronic systems. Informed customers about billing procedures, processed payments and provided payment option setup assistance.
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• Consulted with customers to resolve service and billing issues.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification. CUSTOMER SERVICE REPRESENTATIVE, Sierra Vista, AZ
Teleperformance USA, April 2018-September 2023
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
•
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
•
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Educated customers on special pricing opportunities and company offerings.
• Assisted customers with making payments or establishing payment plans to bring accounts current.
• Fielded customer complaints and queries, fast-tracking them for problem resolution. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
•
• Asked probing questions to determine service needs and accurately input information into electronic systems. Informed customers about billing procedures, processed payments and provided payment option setup assistance.
•
• Consulted with customers to resolve service and billing issues.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification. KENNEL ASSISTANT, El Cerrito, CA
Dr Foor Paws Pet Hospital, June 1999-June 2005
• Answered incoming telephone calls to provide store, products and services information.
• Set up and activated customer accounts.
• Relayed customer feedback to cross-functional teams to improve products and services.
• Fed and refreshed water for animals staying in kennels on regular eating schedules.
• Sprayed down and applied cleaning solutions to animal cages to remove waste and dirt.
• Administered medications to animals with meals or treats.
• Sanitized floors and other surfaces to provide sterile environment.
• Washed and disinfected animals' food and water bowls each day.
• Supported animal health by keeping areas clean, neat and properly sanitized.
• Picked up dog waste using bags to dispose of properly.
• Stayed on top of laundry, sweeping and disinfection during slow periods.
• Performed opening and closing duties, detailed floor cleaning and [Action].
• Prepared food and formulas to meet individual needs of animals under care with safe and nutritious meals.
• Replaced soft fabric items such as blankets by running washing machine to provide fresh laundry.
• Collected and documented animal weight, size, physical condition and food intake.
• Unloaded and organized supplies and product inventory. EDUCATION
CERTIFICATION IN HEALTH INFORMATION TECHNOLOGY CANDIDATE Pima Community College, Expected graduation December 2025 HIGH SCHOOL DIPLOMA IN US, CA
Albany High School, June 2001
COMPLETED COURSEWORK TOWARDS SOME COLLEGE (NO DEGREE) IN EARLY CHILDHOOD EDUCATION, AZ
Cochise College
WEBSITE, PORTFOLIO AND PROFILES
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