Amanda Santos
Yukon
Summary
Dynamic customer service professional with extensive expertise at TVC Capital, specializing in conflict resolution and payment processing.
Overview
3
3
years of professional experience
Work History
CSR
TVC Pro Driver
Oklahoma City
06.2022 - Current
- Answered inbound calls, chats and emails to facilitate customer service.
- Participated in team meetings or training sessions when necessary.
- Adhered to company's established protocols for handling confidential data.
- Identified customer needs and provided appropriate solutions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Consulted with customers regarding needs and addressed concerns.
- Assisted customers with product selection based on their needs and preferences.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided top quality control and eliminated downtime to maximize revenue.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Collected deposits or payments and arranged for billing.
- Handled customer inquiries and complaints in a timely manner.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Contacted customers about potential service upgrades, new services and account changes.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Mentored junior team members and managed employee relationships.
- Developed strong customer relationships to encourage repeat business.
- Demonstrated excellent verbal communication skills when interacting with customers.
- Supported sales team members to drive growth and development.
Education
High School Diploma -
El Reno High
El Reno, OK05-1999
Skills
- Customer service
- Payment processing
- Conflict resolution
- Product knowledge
- Customer relationship management
- Communication skills
- Call handling
- Team collaboration
- Sales support
- Problem solving
- Time management
- Active listening
- Grammar
- Organizational skills
- Follow-up skills
- Inbound call answering
- Coordination
- [Language] fluency
- Problem resolution
Affiliations
My 7 Children and their success, In School and Sports and in life.. Making sure I am on top of my game.
Languages
Spanish
Professional
Timeline
CSR
TVC Pro Driver
06.2022 - Current
High School Diploma -
El Reno High