Summary
Skills
Work History
Education
Certifications and Licenses
Profession Relevant Skills
Languages
Generic

Gloria Perez

Customer Service Representative
Fresno,CA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in fast-paced industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Looking for a new role where hard work and dedication will be highly valued.

Skills

  • Customer Relations
  • Complaint resolution
  • Communication
  • Attention to detail
  • Active Listening
  • Account Management
  • Computer skills
  • Time Management
  • Perspective taking

Work History

Customer Service Officer

Hawaiian Airlines
03.2015 - Current
  • Answer an average of 100 calls per day in a high-volume call center environment.
  • Resolve customer complaints and ensure calls are handled in a professional and prompt manner.
  • Contributed to the company's highest quarterly customer satisfaction rate of 92%.
  • Consistently earned “above average” or “excellent” on-call quality evaluations.
  • Train and assist entry-level customer service officers by helping them improve their listening skills, communication and multitasking abilities.

Customer Service Representative

MT Insurance Services
01.2013 - 03.2015
  • Helped holders of insurance policies resolve their concerns in a timely and professional fashion.
  • Used computer to retrieve policyholder information while maintaining proper phone and customer service etiquette.
  • Collected customer feedback from an average of 1,000 customers per year and made process changes to exceed customer satisfaction goals.
  • Participated in voluntary corporate training classes to increase understanding of caller concerns and shorten call response time.

Client Service Representative

Community Choice Financial Inc.
05.2009 - 12.2012
  • Helped bank account holders resolve common issues related to debit cards, credit, loans and savings account.
  • Dispatched customers to the correct department when needed.
  • Received five consecutive “A” level ratings when call quality was evaluated by the call center manager and branch supervisor.
  • Frequently upsold financial products such as credit cards, retirement accounts, insurance policies and checkbooks, increasing sales by 45%.

Education

Certificate - Marketing

City College of San Francisco
San Francisco, CA

Associate of Science - General Business

City College of San Francisco
San Francisco, CA

Certifications and Licenses

  • Help Desk Certification, Axelos - (2022)
  • Certified Client Service Professional (CCSP) - (2018)

Profession Relevant Skills

  • Capable of handling a variety of disputes and facilitating quick and efficient resolutions over the phone.
  • Proven ability to multitask and use multiple phones and other technical devices while providing exceptional customer service.
  • Proficient understanding of Microsoft Word, Excel and Access.
  • Knowledgeable of common office electronics and tech support.
  • Passionate about promoting lasting customer satisfaction.
  • Can utilize upselling prowess to sell additional products to customers or clients after providing assistance.
  • Able to enter large quantities of data into a computer and retrieve important information in a brief period of time.
  • Capable of entering data while remaining online with several customers at once.
  • Strong verbal communication skills allow for the fostering of strong bonds with customers during all interactions.
  • Able to thrive and meet company standards in a busy call center environment both alone and in a team setting.
  • Successful at satisfying different types of customers with creative and knowledgeable solutions.

Languages

English
Native or Bilingual
Spanish
Professional Working

Similar Profiles

CREATE PROFILE
Gloria PerezCustomer Service Representative