Senior Customer Service Representative

Alicia Emery

951-***-**** **************@*****.*** Banning, CA 92220

SUMMARY

Dedicated senior professional with several years of experience in providing superb customer service. I am very familiar with customer behaviors and how to approach them in difficult situations when dealing with them in uncomfortable situations. In my career I work with customer who are financially limited due to poor management of their income. In talking with customers I have learned the different social styles and understand what it takes to resolve a situation. I am very customer oriented, professional, can verbally and in writing, express my self well in a professional manner. I am organized and dedicated to my work. I am a people person, team player. I am a self starter, can work alone and am very productive.

SKILLS

Order Fulfillment

Conflict Management

Call Control

Escalation management

Account Management

Service Recommendations

Customer Support

Credit card processing

Live chat support

Complaint resolution

De-Escalation Techniques

Policy improvement

Call center experience

Payment Processing

EXPERIENCE

Senior Customer Service Representative, Wells Fargo, October 2016-Current El Monte, CA

Provided technical support to customers via phone, email, and chat. Developed and implemented customer service policies and procedures. Resolved escalated customer complaints in a timely manner. Monitored customer feedback surveys to identify areas of improvement. Ensured compliance with applicable laws and regulations related to customer service. Assisted in developing strategies to improve the overall customer experience. Responded promptly to inquiries from customers about products or services. Handled difficult situations with tact, diplomacy, and professionalism. Managed incoming calls from customers while providing exceptional service. Followed up with customers after purchases to ensure satisfaction. Educated customers about products, pricing and policies to address and resolve issues. Assisted customers by answering questions, addressing concerns and providing current account information.

Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions. Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Met and exceeded performance goals to support long-term company growth and market dominance.

Handled calls for new sign-ups, service cancellations and cross-selling opportunities. Consulted with customers regarding needs and addressed concerns. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Collected deposits or payments and arranged for billing. Exceeded established service goals while leveraging customer service, sales and employee management best practices.

Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly. EDUCATION AND TRAINING

High School Diploma

Beaumont Senior High School, Beaumont CA June 1976 Associate of Arts

Psychology, Crafton Hills College, Yucaipa CA

ACTIVITIES AND HONORS

I love mountain bike riding, walking, and relaxing outdoors I love great artisan coffee

Spending time with sons, grandsons and family

My walk with God

LANGUAGES

English:

Full Professional

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