Alma E Benitez
Indianapolis,IN
Summary
I am a dedicated individual with a strong work ethic and a passion for providing exceptional customer service. With a friendly and approachable demeanor, I thrive in interpersonal interactions and excel at building positive relationships with others. Known for my reliability and willingness to go above and beyond, I am committed to delivering results and contributing to a collaborative team environment. I am eager to leverage my skills and enthusiasm to make a meaningful impact in any role I undertake.
Overview
6
6
years of professional experience
Work History
Call Center Representative
IU Health Methodist Hospital
Indianapolis, Indiana
10.2023 - Current
- Developed effective working relationships with team members across multiple departments.
- Attended regular training sessions on updates and changes within the industry or organization.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Identified opportunities to improve policies and procedures related to customer service operations.
- Analyzed data collected during each call in order to identify trends in customer feedback.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Offered resolutions to de-escalate calls and solve customer issues.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Consulted with customers to resolve service and billing issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Referred unresolved customer grievances to designated departments for further investigation.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Provided top quality control and eliminated downtime to maximize revenue.
- Mentored junior team members and managed employee relationships.
- Took special orders in person and over telephone, generating additional revenue every month.
Customer Service Representative
Lowes Home Improvement Stores
Indianapolis, IN
10.2022 - 09.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Mentored junior team members and managed employee relationships.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Excelled in exceeding daily credit card application goals.
Call Center Representative
IU Health Methodist Hospital
Indianapolis, IN
09.2021 - 10.2022
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Attended regular training sessions on updates and changes within the industry or organization.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Identified opportunities to improve policies and procedures related to customer service operations.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Restaurant Cashier
Sonnys Pizza & Pasta
Indianapolis, Indiana
06.2018 - 09.2021
- Greeted customers, answered questions and provided general information regarding menu items.
- Processed payments using POS system and accepted cash, credit cards, and checks.
- Balanced cash drawers at the beginning and end of shifts.
- Handled customer complaints in a professional manner to ensure satisfaction.
- Stocked shelves with merchandise and ensured all products were properly labeled.
- Provided excellent customer service by addressing customer inquiries promptly and efficiently.
- Verified accuracy of orders prior to checkout to ensure correct pricing was applied.
- Assisted management with inventory control processes such as restocking supplies.
- Maintained a clean work area by wiping down counters, sweeping floors.
- Performed opening and closing duties including counting money in register drawer, reconciling daily sales receipts and preparing deposits for bank pick-up.
- Ensured compliance with health codes regulations while serving food items to customers.
- Kept records of transactions made during shift on daily sales report log sheets.
- Assisted other employees in completing tasks when needed or requested by supervisor.
- Assisted in training new restaurant staff members on proper cashier procedures.
- Inspected all equipment for proper sanitation before each use.
- Adhered to company policies and procedures concerning cash handling practices.
- Monitored dining area to ensure tables are cleared promptly after guests leave.
- Checked expiration dates on food products before stocking shelves or selling them to customers.
- Greeted customers promptly and responded to questions.
- Answered phone calls to assist customers with questions and orders.
- Maintained work area and kept cash drawer organized.
- Counted and balanced cashier drawers.
- Built and maintained productive relationships with employees.
- Welcomed customers, offering assistance to help find store items.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
Education
High School Diploma -
Excel High School
Plymouth, MN06-2021
Skills
- Sales closing
- Customer Service
- Complaint resolution
- Customer Relationship Management
- Call documentation skills
- Communicating with clients
- Call controlling
- Call Center Customer Service
- Customer Support
- Call handling
- System Documentation
- CallSelect
- Professional phone voice
- Call control skills
- Sales expertise
- Problem-solving skills
- Gathering information
- Resolving issues
- Product Knowledge
- Call Center Operations
- Customer communications
- Answering questions
- Performance Improvement
- Cash Handling
- Training experience
- Providing customer support
- Technical Troubleshooting
- Performance monitoring
- Interpersonal Skills
- Call Documentation
- Direct Sales
- Order Processing
- De-Escalation Techniques
- Problem-Solving
- Professional telephone demeanor
- Inbound and Outbound Calling
- Team building
- Policies and Procedures Adherence
- Understanding Customer Needs
- Continuous Improvement
- Customer Relations
- Multitasking
- Data Evaluation
- Calm and Professional Under Pressure
- Sales and Upselling
- Issue and Complaint Resolution
Affiliations
My friendly and outgoing nature allows me to connect with people easily, whether it's assisting customers or collaborating with colleagues. Outside of work, I love spending time outdoors, taking leisurely walks to explore new surroundings. As a gamer, I enjoy the challenge and strategic thinking involved in gaming, which complements my love for problem-solving in both professional and personal settings. I thrive in environments where I can contribute my hard work and enthusiasm, and I'm always eager to take on new challenges and opportunities for growth
Languages
Spanish
Limited
Timeline
Call Center Representative
IU Health Methodist Hospital
10.2023 - Current
Customer Service Representative
Lowes Home Improvement Stores
10.2022 - 09.2023
Call Center Representative
IU Health Methodist Hospital
09.2021 - 10.2022
Restaurant Cashier
Sonnys Pizza & Pasta
06.2018 - 09.2021
High School Diploma -
Excel High School