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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLE Carrollton, TXSUMMARYSeasoned professional with 32 years of customer service experience, including leadership roles in healthcare and travel industries. Excelled in resolving customer escalations, maintaining company-customer balance, and improving processes at Apex Systems. Seeking a Customer Service Rep position to leverage extensive customer interaction and problem-solving skills.WORK EXPERIENCECorporate Hospitality Services Irving, TXReservations Agent Apr 2023 - Mar 2024 Managed and processed incoming reservation inquiries for Corporate Hospitality Services, ensuring a high level of customer satisfaction through meticulous attention to detail and prompt, courteous service. Apex Systems, Microsoft Irving, TXFT4 Representative Nov 2022 - Mar 2023 Effectively resolved customer issues, both telephonically and via email, ensuring a delicate balance between adherence to company policies and customer satisfaction. Conducted in-depth investigations into recurring problems, documented trends, and reported findings to mitigate future escalations and enhance overall service quality. Collaborated with cross-functional teams, including Supply Chain and Returns Operations, to streamline processes and improve the customer experience, while performing data audits and analysis. Molina Health Care, Insight Global Irving, TXSupervisor Nov 2019 - Nov 2022 Assumed managerial responsibilities in the absence of the team manager, maintaining operational continuity and team oversight. Facilitated team development by identifying training needs and promoting adherence to performance standards. Contributed to the hiring and training processes, ensuring alignment with organizational objectives and workforce optimization. Maintained quality assurance by monitoring team member work, enforcing guidelines, and managing customer service inquiries and resolutions.DFW Dallas, TXCustomer Service Specialist May 2017 - Nov 2019 Facilitated team cohesiveness and performance by communicating objectives, conducting meetings to reinforce best practices, and fostering an environment conducive to continuous learning and improvement. Supported management operations by participating in the hiring process, executing new employee training, and ensuring adherence to company standards and regulations. Maintained high standards of customer service and brand representation by addressing customer inquiries, resolving complaints, and ensuring the workplace exceeded presentation expectations. American Airlines Fort Worth, TXReservation Specialist Jun 2009 - Apr 2017 Managed high-volume inbound communications, ensuring customer inquiries were addressed with professionalism and efficiency. Fostered positive customer relationships, providing insightful recommendations and guidance to meet travel needs. Successfully converted inquiries into confirmed reservations, contributing to revenue generation and customer satisfaction.Sound Storm Studios New York, NYRecording Engineer/Customer Service Rep Sep 2002 - Nov 2008 Skillfully managed recording sessions at Sound Storm Studios, ensuring optimal sound quality while delivering exceptional customer service, addressing client inquiries, and maintaining a welcoming studio environment for artists and producers.Peco-Adelphia New York, NYBilling Administrator May 2002 - Sep 2002 Managed and streamlined the billing process at Peco-Adelphia, ensuring accurate invoicing, adherence to company policies, and timely account reconciliations.S&L Plastics, Inc New York, NYCustomer Service Specialist Aug 2001 - Apr 2002 Managed and resolved customer inquiries, ensuring high satisfaction by providing comprehensive product information and timely support, while maintaining accurate records of all interactions in S&L Plastics, Inc's CRM system.Dun & Bradstreet/Cisco Systems New York, NYCustomer Financial Specialist Apr 2000 - Jul 2001 Managed and analyzed customer financial portfolios, ensuring compliance with credit policies and mitigating risk for Dun & Bradstreet/Cisco Systems, while fostering strong client relationships and optimizing financial transactions.AT&T Wireless Paramus, NJCustomer Care Team Leader Dec 1998 - Apr 2000 Spearheaded a customer service team at AT&T Wireless, where I optimized team performance and customer satisfaction by implementing strategic initiatives, streamlining communication processes, and providing expert-level support for complex customer inquiries and issues. IDT International/Net Hackensack, NJShift Supervisor Feb 1994 - Dec 1998 Oversaw daily operations and led a team of 15 employees, ensuring efficient workflow and adherence to company standards while maintaining high levels of customer satisfaction at IDT International/Net. Blue Bird Taxi Service New York, NYDispatcher Aug 1991 - Jan 1994 Efficiently coordinated and dispatched a fleet of 50+ taxis, optimizing routes and response times while ensuring exceptional service standards and customer satisfaction at Blue Bird Taxi Service. EDUCATIONPace UniversityBachelor of Business Administration, Business Administration/Management New York City, NYMay 1998SKILLSCommunication Process Improvement Staff Development Organizational Dynamics Build Strong Customer Relations Strategic Planning Curriculum Development Coordination Planning Client Service Retention Strategies Microsoft Suite MS Project Lotus Notes IBM Mainframe WordPerfect A-Plus Ast As/400 Quickbooks Excel Microsoft Word Windows Applications Outlook Effective Communication Active Listening Problem Solving Empathy Patience Computer Literacy Data Entry Time Management Conflict Resolution Product Knowledge |
