Customer Service Representative

SUMMARY

SKILLS

EXPERIENCE

AT ANGEL THOMPSON

*****************@*****.*** / C: 840-***-****

San Bernardino, CA 924055

Personable and dedicated Customer Service Representative with extensive experience in Customer Service and Retail industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. I am also hardworking and accustomed to fast-paced inbound and outbound call center environments. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed in standards and best practices. Report creation

Credit card payment processing

System implementation

Call center experience

Quality control

Courteous demeanor

Conflict mediation

Sales expertise

In-store support

Retail sales customer service

Promotional support

Inbound and outbound calling

Customer relations

High-energy attitude

Problem-solving abilities

Adaptive team player

Store maintenance

Office equipment proficiency

Customer Service Representative / Alpha Connect - Las Vegas, NV 11/2018 - 04/2019 Create or implement security standards, policies, and procedures. Develop, implement, manage, or evaluate policies and methods to protect personnel against harassment, threats, or violence. Use computers for various applications, such as database management or word processing.

Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.

Create, maintain, and enter customers information into databases. Greet callers and handle their inquiries or direct them to the appropriate persons according to their needs.

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.

Fielded customer complaints and queries, fast-tracking them for problem resolution. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Reviewed account and service histories to identify trends and issues. Consulted with customers to determine best methods to resolve service and billing issues. Educated customers on special pricing opportunities and company offerings. Evaluated customer account information to assess current issues and determine potential solutions. Customer Service Representative / Kotobuki Marketing - Las Vegas, NV 01/2017 - 08/2017 Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Asked probing questions to determine service needs and accurately input information into electronic systems. Fielded customer complaints and queries, fast-tracking them for problem resolution. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Reviewed account and service histories to identify trends and issues. Consulted with customers to determine best methods to resolve service and billing issues. Educated customers on special pricing opportunities and company offerings. Evaluated customer account information to assess current issues and determine potential solutions. Set up and activated customer accounts to maintain QA satisfaction levels. Delivered service and support to each customer, paving way for future business opportunities. Interviewed customers regarding claim issues and reported feedback to management team. Cultivated impactful relationships with customers and drove business development by delivering product knowledge.

Documented conversations with customers to track requests, problems and solutions. Answered 150+ inbound calls per day and directed to designated individuals or departments. Created and implemented process improvements to reduce workloads and bolster callback efficiency. Cashier / Terrible Herbst - Las Vegas, NV 04/2013 - 12/2015 Receive payment by cash, check, credit cards, vouchers, or automatic debits. Keep accurate records of monetary exchanges, authorization forms, and transaction reconciliations. Exchange money, credit, and casino chips, and make change for customers. Issue receipts, refunds, credits, or change due to customers. Obtain customers' signatures on receipts when winnings exceed the amount held in a slot machine. Assist customers by providing information and resolving their complaints. Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.

Answer customers' questions, and provide information on procedures or policies. Establish and maintain relationships with individual or business customers or provide assistance with problems customers may encounter.

Oversee the flow of cash or financial instruments. Offer specific training programs to help workers maintain or improve job skills. Count money and audit money drawers.

Assist customers by providing information and resolving their complaints. Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.

Greet customers entering establishments.

Wiped down counters and conveyor belt to remove debris and maintain cleanliness. Properly verified customer identification for alcohol or tobacco purchases. Cashier / Walmart - Las Vegas, NV 11/2012 - 09/2013 Assisted with purchases, locating items and signing up for rewards programs. Processed returned items in accordance with store policy. EDUCATION AND TRAINING

Scanned customer purchases, supporting transactions to streamline sales process. Helped customers find specific products, answered questions and offered advice. Wiped down counters and conveyor belt to remove debris and maintain cleanliness. Welcomed customers, offering assistance to help find necessary store items. Properly verified customer identification for alcohol or tobacco purchases. Received payments for Merchandise and issued receipts. Worked closely with front-end staff to assist customers and maintain satisfaction levels. Observed company return policy when processing refunds, including inspecting merchandise for wear or damage. Processed customer payments quickly and returned exact change and receipts. Val Verde High School - Perris, CA

High School Diploma

GPA: 4.0, Graduated with honors.

4.0 GPA

Honor Roll Recipient

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