customer service rep II

Posted on: 2006-08-19

MARIA GALVEZ 5112 Linda Lou Dr. Carmichael Ca. 95608 [email protected] QUALIFICATIONS SUMMARY Highly personable Customer Service Professional with over five years of experience in account management, billing, monitoring, processing, projects, solving customers issues, and maintaining customer records in a fast past multilevel environment of the call-center. • Talent for identifying customer needs and presenting appropriate company product and service offerings. • Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. • Expertise in resolving escalated customer service issues. • Secured achievement awards for delivery of exceptional customer service. • Proficient with most of Microsoft Office System (including Microsoft Word, and Microsoft Outlook, Microsoft PowerPoint®, Microsoft Access, and Microsoft Excel. PROFESSIONAL EXPERIENCE SureWest – Sacramento-Ca. 2005 to Present Customer Care II (2005 to Present) Serve as Customer Care II Representative for a Local Fiber Optic Service Carrier Worked daily in call center environment. Collaborate with Customer Care Supervisors and Leads to provide strategic service offerings to enhance customer satisfaction in the use of our products. Worked using company tools to maintain and increase service levels for both internal and external customers. Worked closely with company supervisors and leads to promote increased sales. By using internal and external contests and offerings. Worked daily to clarify information and use of company product and their usage. And maintain customers accounts. •Contributed to increasing company revenue. Adding and starting new services. •Instrumental in improving customer-satisfaction, through suggestion and offering information to the customers for the most up to date services, as well as implementation how services worked. •Quick implementation of any new evolving procedures. •Received outstanding positive comments from team members and employee reviews, as well as exceptional feedback from customers. Verizon Wireless--Rancho Cordova-Ca. Customer Service II Representative (2001 to 2005) Wireless service, fast past competitive environment, excelled in providing stellar comprehensive customer services. • Assisted in all aspects of billing, corrections, arrangements and payments. • Provided technical support to customers as first responder to problems with cellular equipment issues. • Excelled in multitasking environment • Received Customer Service Awards for outstanding track record of positive customer feedback. Small Business Admin. Disaster Assistance – Sacramento-Ca. 2001 to 2001 Customer Data Entry Clerk As Customer data entry clerk, processing for a Small Business Disaster Unit financial services provider. Investigated and resolved customer concerns in collaboration with respective agencies and other departments. Dramatically enhanced customer-satisfaction ratings by expediting all claims and ensuring a high degree of accuracy. • Prepared written, e-mail, and faxes to requests for documentation, copies, from/to customers internal / external regarding Insurance inquiries and claims. •Updating of client records and claims. Filing alpha and numeric filing extensive. •Responsible for keeping Attendance records for two departments. •Consistently providing excellent service and tactfully resolving sensitive issues.