Customer Service Call Center

Nicholas V. Poon

Phone: 868-***-**** Email: **.********@*****.***

Professional Summary

Resourceful customer service professional with 10+ years of experience resolving complex customer inquiries and supporting call center operations. Proven ability to deliver top-tier client satisfaction and lead training initiatives. Seeking to leverage customer relationship expertise and technical aptitude in a fast-paced service environment.

Core Competencies

Customer Service Excellence, CRM Software (Salesforce, Zendesk), Problem Solving, Team Leadership, Call Center Management, Training & Onboarding, Effective Communication, Conflict Resolution

Professional Experience

Customer Service Representative

iQor Feb 2022 – Present

• Handle 80-100 inbound/outbound calls daily, resolving issues and achieving 95% customer satisfaction.

• Document interactions via CRM (Salesforce), ensuring accuracy and continuity.

• Trained 10+ new hires, reducing onboarding time by 20%.

• Improved service delivery by integrating feedback from customer surveys.

Sales Associate & Assistant Floor Manager

The Home Depot Jun 2011 – Nov 2014

• Provided expert advice on tools and home improvement projects.

• Trained and managed a team of 6 employees across departments.

• Maintained cost and inventory controls, supporting departmental efficiency.

Earlier Experience

Fabricator – Bowers Manufacturing (2014–2016)

Carpenter – RITSEMA Associates (2002–2008)

Floor Installer – Hardwood Artistry (1994–2002)

Education & Certifications

CXC General (1990) St. Benedict’s College, Trinidad & Tobago

Certified Customer Service Professional (CCSP)

Call Center Management Certification

Technical Skills

CRM Tools (Salesforce, Zendesk), Microsoft Office (Excel, Word, Outlook), Customer Retention Techniques, Call Center Software, Team Training & Quality Assurance

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