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Tampa, FL 33610 PHONE NUMBER AVAILABLE EMAIL AVAILABLEPROFESSIONALSUMMARYDedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Successful Customer Service Representative with 20 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic with grace handling difficult situations through resourcefulness and adaptability. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Service position in call center environment. Ready to help team achieve company goals.SKILLS Responding to Difficult CustomersCustomer Account ManagementUpbeat and Positive PersonalityCalm and Professional UnderPressureUnderstanding Customer NeedsIssue and Complaint ResolutionMultitasking and PrioritizationBuilding Customer Trust andLoyaltyVerbal and WrittenCommunicationEstablishing and MaintainingCustomer RelationshipsStrong Analytical and ProblemSolving SkillsTeam-Oriented and CooperativeCall center operationsWORK HISTORY CALL CENTER RETENTION REPRESENTATIVE 08/2021 to CURRENT Spectrum Riverview, FLProcessed debit and credit card and electronic check payments. Used consultative sales approach to understand customer needs and recommend relevant offerings.Adhered to company policies and scripts to consistently achieve call-time and quality standards.Answered average of 25 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information. Resolved concerns with products or services to help with retention and drive sales.Achieved high satisfaction rating through proactive one-call resolutions of customer issues.Exceeded goals through effective task prioritization and great work ethic Increased customer satisfaction by resolving Product or Service issues Maintained energy and enthusiasm in fast-paced environment Developed new strategies for customer retention activities Maintained professional demeanor by staying calm when addressing unhappy or angry customersAdhered to appropriate legal scripting when required Adhered to social distancing protocols and wore mask or face shield Used coordination and planning skills to achieve results according to scheduleWorked with customers to understand needs and provide excellent service Actively listened to customers, handled concerns quickly and escalated major issues to supervisorIdentified issues, analyzed information and provided solutions to problems Carried out day-day-day duties accurately and efficiently. Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.Used critical thinking to break down problems, evaluate solutions and make decisions.Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.INSURANCE PROFESSIONAL I 10/2020 to 08/2021Usaa Tampa, FLCustomized existing insurance programs to suit individual client needs by analyzing specific requirements.Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques. Conducted research on insurance packages and investment options to generate client recommendations.Conducted annual reviews of existing policies to update information. Remained impartial in order to advise clients based on circumstances. Met with customers to provide information about available products and policies.Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.Collected premiums on or before effective date of coverage. Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.Explained advantages, features and disadvantages of various policies to promote sale of plans, boosting overall sales 20%. CENTER OPERATION TECH 05/2004 to 01/2020Frontier Communications Tampa, FLIdentified and reported problem devices replaced defective parts. Reviewed network design, set up copper and fiber-optic cabling infrastructures.Controlling multiline business IXC (Wholesale) and retail customers maintenance / status/escalation request.Processing 20 - 30 incoming calls/ repair tickets, provide technical consultation to field forces in connection with special services. Analyzing network facilities and special service circuits utilizing variety of menu and non-menu driven systems to isolate and restore repair problems.Conferring and coordination with other departments and providing technical assistance to customers and other Frontier employees. Identified and immediately resolved issues with network devices Collaborated with networking personnel at providers and data centers to determine origination points for faults and recover from malfunctions Assessed and responded to network system alerts, prioritizing serious faults to rapidly address downtimesSupported users both local and by phone with problem resolution and educationCUSTOMER CARE REPRESENTATIVE 06/1984 to 05/2004Frontier Communications Tampa, FloridaProvided technical resolution to end-users be preforming question and computer diagnosis.Provided technical support in user friendly and professional manner for great customer experience, while utilizing internal resources both technical and software based issues.Developed potential solutions and maintain high-quality service. Managed high call volumes of 70+ calls dailyLogged call information and solutions provided into internal database. Maintained accurate and current customer account data with manual forms processing and digital information updatesAchieved long-term business objectives by analyzing customer feedback for process improvementsAssisted call-in customers with questions and orders Helped large volume of customers every day with positive attitude and focus on customer satisfactionAddressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutionsResolved concerns with products or services to help with retention and drive sales.Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures.Created customer profiles by answering questions and providing tailored experiences based on interests and agendasResponded to customer needs through competent customer service and prompt problem-solvingEDUCATION High School Diploma 06/1981Brandon High School, Brandon, FL |
