Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Balikis Shofu

Houston,TX

Summary

Personable and dedicated Customer Service Specialist with extensive experience in the finance industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Experienced in utilizing CRM software and Salesforce Analysis. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Overview

9
9
years of professional experience

Work History

Customer Experience Specialist Remote

TTEC
Houston, TX
05.2022 - 01.2024
  • Cross trained in multiple departments to know all company needs and train
    new employees.
  • Analyzed and updated all necessary changes to Salesforce software
  • Processed customer service requests via phone support and email support
  • Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
  • Noted customer correspondence in CRM to track requests, problems and
    solutions.
  • Properly diagnosed customer needs and proactively educated them about the
    features and benefits of company products and services
  • Guided customers through troubleshooting, navigating the company
    website/mobile app or using digital tools
  • Audited internal data and processes to identify and manage initiatives,
    improving business performance.
  • Provided top quality control and eliminated downtime to maximize revenue.

Customer Service Representative

Percepta
Houston, TX
11.2021 - 05.2022
  • Documented customer correspondence in CRM to track requests, problems
    and solutions.
  • Assisted customers with making payments or establishing payment plans to
    bring accounts current.
  • Upheld quality control policies and procedures to increase customer
    satisfaction.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Made outbound calls to obtain account information.

Customer Account Representative

Conduent
Houston, TX
01.2019 - 10.2021
  • Responded to customer inquiries and complaints in a timely manner.
  • Reviewed daily customer transactions, open and closed account reports to
    verify accuracies and keep all customer information current.
  • Maintained customer database by entering any new and updated customer
    and account information
  • Satisfied customer queries over phone and email to maintain positive patient-
    provider relationships.
  • Resolved billing disputes with customers.
  • Advised customers on appropriate actions to take regarding their accounts.
  • Followed up with customers after sales or other transactions were completed.
  • Assisted with training new Customer Account Representatives.

Customer Service Representative

Alorica
Houston, TX
12.2017 - 01.2019
  • Recommended metrics and models based on observed trends.
  • Worked with internal teams to understand business needs and changing strategies.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • 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.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.

Call Center Representative

Harris County Toll Road Authority
Houston, TX
02.2016 - 12.2017
  • Developed effective working relationships with team members across multiple departments.
  • 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.
  • 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.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.

Call Center Representative

Uber
Houston, TX
01.2015 - 02.2016
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Strengthened customer retention by offering discount options.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Updated databases with new and modified customer data.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Education

Computer And Information Sciences

Houston Community College
Houston, TX
12-2014

Skills

  • CRM Software
  • Client Advocacy
  • Trend Monitoring
  • Direct Sales
  • Efficient and Detail-Oriented
  • Email Support
  • Understanding Customer Needs
  • Creative Problem Solving
  • Call Documentation
  • Order and Refund Processing
  • Salesforce
  • Data Entry
  • LiveChat
  • Microsoft Office
  • Billing Adjustments and Refunds Review
  • Analytics
  • Customer Relations

References

References available upon request.

Timeline

Customer Experience Specialist Remote

TTEC
05.2022 - 01.2024

Customer Service Representative

Percepta
11.2021 - 05.2022

Customer Account Representative

Conduent
01.2019 - 10.2021

Customer Service Representative

Alorica
12.2017 - 01.2019

Call Center Representative

Harris County Toll Road Authority
02.2016 - 12.2017

Call Center Representative

Uber
01.2015 - 02.2016

Computer And Information Sciences

Houston Community College

Similar Profiles

CREATE PROFILE
Balikis Shofu