Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. With a wide range of expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. I am highly skilled in call center environment, training, recruiting, service solutions, and innovative resolution concepts. With more than 4 years of professional customer service and leadership experience. Customer-oriented and successful at troubleshooting and handling customer support issues in a timely manner. Ambitious and we’ll equipped at working in diverse retail and customer service environments. As well as Patient and empathetic with extensive background in conflict resolution and customer care.
Authorized to work in the US for any employer
October 2017 to Present
September 2016 to March 2017
Arrange for debt repayment or establish repayment schedules, based on customers’ financial situations.
Locate and notify customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
Receive payments and post amounts paid to customer accounts. Advise customers of necessary actions and strategies for debt repayment.
Persuade customers to pay amounts due on credit accounts, damage claims, or non payable checks, or to return merchandise.
Confer with customers by telephone or in person to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts.
Collection Representative Santander Bank
01/2015 – 10/2016
Locate and monitor overdue accounts, using computers and a variety of automated systems. Record information about financial status of customers and status of collection efforts.
Trace delinquent customers to new addresses by inquiring at post offices, telephone companies, credit bureaus, or through the questioning of neighbors.
Notify credit departments, order merchandise repossession or service disconnection, and turn over account records to attorneys when customers fail to respond to collection attempts.
Sort and file correspondence, and perform miscellaneous clerical duties such as answering correspondence and writing reports.
Negotiate credit extensions when necessary.
Perform various administrative functions for assigned accounts, such as recording address changes and purging the records of deceased customers.
Collections & Billing Representative
February 2015 to September 2016
Effectively managed a high-volume of inbound and outbound customer calls. Answered a constant flow of customer calls with up to 300 calls in queue per minute. Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes. Defused volatile customer situations calmly and courteously.Accurately documented, researched and resolved customer service issues Mastery of customer service management systems and databases.Evaluated consumer reports on a monthly basis. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Identified chronic customer issues by creating and maintaining customer complaint log. Referred unresolved customer grievances to designated departments for further investigation. Resolved service, pricing and technical problems for customers by asking clear and specific questions. Developed all process controls and metrics for daily management of the Call Center. Met or exceeded service and quality standards every review period.Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly. Acted professionally and patiently when addressing negative customer feedback. Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity. Oversaw call center employees to ensure customer satisfaction goals were consistently met.
September 2014 to February 2015
Use computers for various applications, such as database management or word processing. Answer customers’ questions about merchandise and advise customers on merchandise selection.
Itemize and total customer merchandise selection at checkout counter, using cash register, and accept cash or charge card for purchases.
Compare merchandise invoices to items actually received to ensure that shipments are correct. Take inventory or examine merchandise to identify items to be reordered or replenished. Pack customer purchases in bags or cartons.
Cosmetic Sales Walmart Supercenter
Stock shelves, racks, cases, bins, and tables with new or transferred merchandise.
Requisition merchandise from supplier based on available space, merchandise on hand, customer demand, or advertised specials.
Transport packages to customers’ vehicles.
Stamp, attach, or change price tags on merchandise, referring to price list.
Receive, open, unpack and issue sales floor merchandise.
Clean display cases, shelves, and aisles.
Design and set up advertising signs and displays of merchandise on shelves, counters, or tables to attract customers and promote sales.
October 2013 to August 2014
Greeted customers promptly.
Directed customers to store locations.
Received customer payments.
Totaled bills and calculated taxes.
Described products and services in detail.
Monitored areas for security issues and safety hazards.
Assisted customers in selecting items based on needs.
Created attractive displays to promote items.
Processed customer returns.
Reported security and service incidents to management.
Collected and stored coupons.
Trained new cashiers on procedures, customer service and sales techniques. Assisted on sales floor as needed to maintain service standards.
Receive payment by cash, check, credit cards, vouchers, or automatic debits.
Issue receipts, refunds, credits, or change due to customers.
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.
2013 to 2014
Work 1 year perfect attendance
• Can type 40 wpm
• Exceptional in math
• Good with computers as well