Customer Service Representative & Trainer

LISA REED

***- ***-**** *************@*****.*** Plain City, Utah 84404

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.

Experience

JAN '98 - PRESENT

Customer Service Representative Internal Revenue Service, Ogden, Ut

Handled customer complaints and inquiries in a courteous and efficient manner.

Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with

customers.

Developed strong customer relationships and loyalty through effective communication.

Addressed customers courteously using suitable methods and problem-solving skills.

Utilized problem-solving techniques to identify solutions for complex customer inquiries.

Assisted with training and mentoring new team members.

Updated and maintained database with accurate customer information and timely data entry.

Delivered personalized customer service relating to questions and promptly resolved basic problems on

customer accounts.

Obtained and examined relevant information to assess validity of complaints and determine possible causes.

Adhered to company policies and procedures while providing superior service.

Maintained an updated knowledge base of current products, services, pricing, promotions.

Participated in team meetings to discuss new ideas for improving the overall quality of customer service

provided.

Logged details of customer service calls in computer system following correct protocols.

Education

MAR '96

High School Diploma/GED in Clerical

Weber Basin High School, Weber, Utah

Skills

Recordkeeping and documentation Oral communication Client Confidentiality

Research abilities Tax Compliance Account discrepancies Calm under pressure

Active listening Critical thinking Dependable and responsible Computer skills

Excellent communication Organizational skills Time management Attention to detail

Problem-solving Multitasking Friendly, positive attitude Customer service Data entry

Call center experience Adaptability and flexibility Computer proficiency Decision-making

Microsoft outlook Microsoft Excel Conflict resolution Call management

Task prioritization Documentation

References

References available upon request

Contact this candidate