Amanda Santos

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.