Andrew Gilbert
Wilmington,NC
Summary
Personable and dedicated Customer Service Representative with extensive experience in the industry.
Greet customer, exchange names, offer assistance and actively listen, show empathy, take ownership, gather and verify customer information, ask probing questions, form possible solutions, provide the best solutions, promote solution, make additional suggestions, share information, set expectations. Educate the customer, Recap actions, confirm satisfaction, go above and beyond and always give effortless customer service.
Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Experienced Customer Service Representative fluent in English and Spanish, French, Portuguese, German languages. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing. Greet customer, exchanged names, offer assistance and actively listen, show empathy,
Overview
4
4
years of professional experience
Work History
Customer Service Representative
American Home shield
07.2009 - 01.2013
- Inform customers about billing procedures, processed payments and provided payment option assistance
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Fielded customer complaints and queries, fast tracking them for problem resolution
- Set up and activated customer accounts to maintain QA satisfaction levels
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Education
High School Diploma -
Raleigh Charter High School
Raleigh, NC01.2005
Skills
- Call center experience Process optimization
- Problem-solving skills
- Multitasking skills
- Critical thinking skills
- Technical skills
- Clear communication skills
- Effective listening
- Foreign Languages skills
- Digital skills
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
French
Native or Bilingual
Portuguese
Professional Working
German
Professional Working
Chinese (Mandarin)
Limited Working
Timeline
Customer Service Representative
American Home shield
07.2009 - 01.2013
High School Diploma -
Raleigh Charter High School