Customer Service Representative

Angela Rede Lizardo

***** ***** ****** **** 915-***-**** ************@*****.***

********@******.***

Professional Summary

Friendly and customer-focused Customer Service Representative with extensive experience troubleshooting technical issues, resolving product problems, and educating clients on policies. Skilled in assisting with technical issues, site navigation, warranty inquiries, and product replacements. Adept at communicating with third-party vendors and suppliers to mediate solutions on behalf of customers. Experienced in handling tax forms, DocuSign, and JotForm submissions. Committed to providing exceptional service, ensuring client satisfaction, and resolving issues efficiently and effectively.

Work Experience

Work Experience Job Role:

Independent Purchasing Cooperative / IPC – Franchisee Support February 15, 2023- Present

Franchisee Support Key Responsibilities Franchisee Interaction & Issue Resolution:

• Document detailed franchisee information to determine the cause of product or service issues.

• Ensure thorough analysis and effective resolution of franchisee concerns.

• Update franchisee records with comprehensive interaction notes to maintain accurate and up-to-date data.

• Handling High Call Volumes:

• Manage a high volume of inbound and outbound calls while maintaining strong call control.

• Meet performance metrics consistently while addressing and resolving franchisee inquiries.

• Provide assistance on tax-related queries, remodel inquiries, business-related purchasing questions, and general concerns.

• Franchisee Support:

• Assist franchisees with hiring-related inquiries, including I-9 forms and job registration processes on platforms such as Indeed.

• Provide assistance in registering and receiving applicants via online job boards.

• Offer support in filling out essential forms, including DocuSign, JotForm’s, and W-9 forms.

• Order Input & Business Support:

• Assist franchisees with entering orders into the system accurately and efficiently.

• Proactively follow up with franchisees to share findings and provide solutions for ongoing business inquiries.

• Ensure continuous support and business solutions to maintain franchisee satisfaction and smooth business operations.

C3I/HCL Location – Call Center Service Agent

October 2010 – Present

• Document customer information to determine the cause of product or service issues, ensuring thorough analysis and effective resolution.

• Update customer records with detailed interaction notes, transactions, and refund details to maintain dates, ensuring transparency and client trust.

• Set up, update, and cancel customer accounts in the system, maintaining efficient records and accurate account status.

• Proactively follow up with customers to share findings and offer solutions for ongoing inquiries, ensuring continuous support.

• accurate data and customer satisfaction.

• Leverage strong cross-selling abilities to sell products during routine service calls, contributing to revenue generation.

• Manage high call volumes while maintaining strong call control, meeting performance metrics, and resolving customer inquiries.

• Identify causes of production malfunctions and issue credits to affected customers, ensuring smooth service recovery.

• Input customer orders, communicate terms, and provide clear expected delivery

• Communicate with customers through chat services, addressing concerns and offering prompt assistance.

Skills

• Technical Troubleshooting: Proficient in resolving technical issues related to products and services.

• Customer Support: Strong ability to provide friendly, efficient, and effective customer service.

• Communication: Skilled in clear and empathetic communication with clients and third-party vendors.

• Problem-Solving: Expert in identifying root causes of issues and providing timely resolutions.

• Sales s Cross-Selling: Demonstrated success in selling products during service calls.

• Documentation s Records Management: Experience with accurate record- keeping and data management.

• Tax Forms s E-signatures: Knowledge of handling and assisting with DocuSign and JotForm submissions.

• Multi-channel Support: Comfortable supporting clients through phone, chat, and email communication.

EDUCATION

Available upon request

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