Customer Service Representative

Xiomara Tapia

**** ****** **.

Aurora, Co *****

Daytime phone 720-***-****

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

　

OBJECTIVE:

*To obtain a position in a professional technical environment where my

dedication to customer

Satisfaction, organizational success and bilingual skills will be

optimized.

SUMMARY OF QUALIFICATIONS:

* Nine years of experience providing customer support in a busy call

center environment for the telephone companies and health industry employers.

* A strong commitment to customer service, and the ability to build

productive relationships, resolve complex issues, and win customer

loyalty.

* Strategic-relationship/partnership-building skills -- listen

attentively, solve problems creatively, and use tact and diplomacy to

find common ground and achieve win to win out comes.

* In depth knowledge of system and tools for customer service calls

* Bilingual (Spanish)

* Flexible and work well under pressure with team as well as

independently

* Experience in reducing credit escalations by effectively utilizing

customer save tools

* Basic computer skills (Windows 98, Windows Vista, Excel, Outlook, and Word

Processor)

* Experience conducting outbound survey calls

* Proven verbal and written communications as well analytical skills

PROFESSIONAL EXPERIENCE:

Sprint Payment Specialist III 07/2008-03/2009

*Handled inbound Supervisor Escalated calls

*Assisted Customers with billing issues(payment arrangements)

**Handled problem resolution which may require follow-up and or/escalation to a higher level of expertise.

*Handled situations which require adaptation of response or extensive research according to customer response.

　

Istonish Bilingual Third Party Verification Customer Service Representative 02/07-12-07

*Third Party Verification-Verified and confirmed cable,telephone and Internet services for COMCAST Customers.

Colorado Access Bilingual Customer Service Representative 06/2006 -11-06

*Handled member's and provider's inquiries, helped with their claim

and eligibility status.

MCI Bilingual National Quality 10/2003 - 05/2006

* Ensured that representatives followed guidelines and provided

excellent customer service by monitoring prerecorded calls.

* Provided coaching and feedback to the customer service representative

to help in their development.

* Gathered trending information for cooperate level executives for

training purposes.

MCI Bilingual Technical Support 02/2001 - 10/2003

* Handled incoming repair calls, troubleshooting customer's phone lines

to determine the best method to resolve their telephone issues.

* Opened repair tickets utilizing other local carrier Gui repair

system.

* Assisted customer's with any inside wiring work from placing orders

for new jacks to moving the Networking interface Device.

MCI Bilingual Customer Service Representative 08/2000 - 02/2001

*Assisted and helped customers resolve their financial concerns.

* Investigated fraudulent accounts and determined required credits

* Updated customer's accounts to maximize savings.

EDUCATION:

High School Diploma

　

References available upon request

Contact this candidate