Customer Service Account Executive

Jacquelyn Ganzon Cell 619-***-**** Home 619-***-****

**** **** ****,

San Diego CA 92114 ***************@*****.***

Career Overview

Summary – Customer Care Representative

The Customer Care Representative’s primary role will be to provide account information and technical assistance to our clients in a professional, friendly, and timely manner. Focus is placed on resolving the initial client issue while caller is on the line as well as extending expertise in various areas of Muzak to clients. Excellent organizational skills are required for routing and fulfilling client’s request, handling multiple tasks, setting priorities, and demonstrating time management. The Customer Care Representative is the main contact for general, billing, and technical assistance. An ability to build and cultivate strong relationships with colleagues and clients is imperative to this position. The position requires flexibility, creativity, responsiveness, and communication skills as well as successful planning, execution and above average problem solving skills.

• Accept and receive incoming calls from our clients in a call center environment.

• Resolve technical calls via telephone troubleshooting

• Analyze accounts in DSI/request system to assist clients with technical, billing, and account questions.

• Enter messages into DSI/request system with every client interaction

• Coordinate work with other departments and functional areas across the company to meet the needs of our clients.

• Think quickly and retain information to provide real-time solutions

• Continuously learn about new products, services, and company offers and internal processes. • Process incoming requests by fax, email, request system via outgoing calls as needed

• Create service work orders for unresolved technical issues and process advance exchange orders

• Administer daily problem solving for clients seeking help in resolving issues/problems

• Work independently to provide real-time solutions for client inquires/problems

• Promote and provide excellent customer service to Muzak internal and external clients

• Work independently with minimal supervision

• Perform other duties/projects as assigned

Core Strength

• Strong phone, communication, and customer service skills

• Excellent listening and verbalization and written skills

• Professional demeanor at all times

• Must maintain professional telephone voice and attitude at all times

• Reasoning ability, the ability to reason is critical in problem solving, resolution, and several other aspects of this position.

• Must be able to stay focused on tasks

• Good organizational and follow through skills required

Prioritization skills are essential

*Meets and or Exceeds Expectations

Accomplishments

*Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers.

*Handled guest complaints, maintaining a positive dining experience for all rest

*Sales

*Consistently generated additional revenue through skilled sales techniques.

*Market Research

*Performed an average of 30+ follow-up phone calls per day to discover customer needs and desires regarding product development, use, and assistance.

*Telephone Service

*Professionally processed 800+ calls per month, providing information and service to ensure customer satisfaction.

*Customer Assistance

*Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

*Customer Service

*Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Work Experience – Ten years +

Provided customer service for an average of 60 calls per day, answering customer inquiries, solving problems, and providing new product information.

Described product to customers and accurately explained details and care of merchandise.

Provided an elevated customer experience to generate a loyal clientele.

Resolved product issues and shared benefits of new technology.

Managed quality communication, customer support and product representation for each client.

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.

Address/research billing inquiries

Answer product/service feature question

Complete call log/reports

Dispatch field technicians/service personnel

Escalate/transfer issues to next level

Exceed/maintain volume quota

Perform data/order entry

Process credits/payments

Resolve account/product/service concerns

Renew or sell product/services

Perform collections/recovery task

Skills

CRS-Client Request System

DSI

Data Entry

Typing 45+ words per minute

Microsoft Office Outlook

Microsoft Word

Microsoft Excel

Programming

Repair assembly

Soldering/wiring

Research

Troubleshooting

Vista/Windows 7 etc.

Customer Service-Service Excellence

Key Responsibilities

Outstanding customer service to both internal and external clients. Display a positive attitude with clients and teammates.

Help ensure Muzak creates and retains clients for life. Provides responsive and dependable resolutions to both internal and external clients’ needs.

Provides clear descriptions of service options to clients and potential clients.

Education

Morse High School/GED -2002

Mesa Collage- Currently attending -2012

Computer information science

Employment History

San Diego Web Business Solutions- Currently Employed

2445 Moreno Blvd, San Diego, CA 92110

Phone : 619=275-7883/ Email=www.sandiegowebusiness.com

Advertisement Account Executive /VP / Tech Support

Prestige Flag- Account Executive- April 2 2012

591 Camino de la Reina #917, San Diego, CA 92108

Toll Free: 1-800-***-**** / Phone: 1-619-***-**** / Fax: 1-619-***-****

General Email: ************@************.***

Muzak LLC- Tech Support/Customer Care/Repair Technician - Eight Years of employment

9255 Chesapeake Dr

San Diego CA 92123

07/17/2004-01/24/2012

Reference

Dave Draney- MGR 803-***-****

Barry Sistrunk- Repair Supervisor 619-***-****

Joel Beltran- Customer Care Supervisor 619-***-****

Mike Rosete-Warehouse Supervisor 619-***-****

Theo Thompson- Customer Care Rep 619-***-****

Jason Thimmes= Customer Care Rep 858-***-****

Sara Cadena-Client Service Agent 619-***-****

Trisha Carini- Lead Account Rep 619-***-****

Debbie Marguia- MGR/Director Operations 858-***-****

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