Benjamin Alerte
Las Vegas,NV
Summary
Customer-focused Remote Customer Service Rep skilled in resolving average of 150 customer inquiries weekly with 95% satisfaction rate. Expert in addressing complex issues, reducing complaint escalation by 30%, and identifying service pain points to enhance efficiency by 20%. Proven ability to communicate effectively, decreasing follow-up queries by 25% and achieving high satisfaction scores. Technical support proficiency includes 90% first-contact resolution rate and creating guides that reduced common support queries by 40%.
Overview
2026
2026
years of professional experience
Work History
Remote Customer Service Representative
Tech Support Solutions
Jun 2019 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted law enforcement with investigations related to retail theft, contributing to successful prosecution efforts.
- Increased sales performance by implementing targeted marketing strategies and optimizing retail floor layouts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Support Specialist
Kmartcorp
02.2013 - 02.2018
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Bachelor of Arts - Communications
University of California, Berkeley
Berkeley, California06-2012
Skills
- Salesforce
- Help desk support
- Customer relationship management (CRM)
- Live chat support
- CRM software
Professional Skills
Customer Resolution
- Resolved average of 150 customer inquiries per week with satisfaction rate of 95%.
- Successfully addressed complex issues, reducing complaint escalation by 30%.
- Utilized customer feedback to identify pain points, leading to 20% increase in service efficiency.
Communication
- Provided clear and concise information to customers, reducing follow-up queries by 25%.
- Prepared and delivered training materials to new hires, enhancing communication skills and reducing onboarding time by 15%.
- Consistently achieved high scores on customer satisfaction surveys through effective communication.
Technical Support
- Assisted customers with troubleshooting technical issues, achieving resolution rate of 90% on first contact.
- Created instructional content and user guides, leading to 40% reduction in common support queries.
- Collaborated with team to identify recurring technical issues, reducing system downtime by 20%.
Timeline
Customer Support Specialist
Kmartcorp
02.2013 - 02.2018
Remote Customer Service Representative
Tech Support Solutions
Jun 2019 - Current
Bachelor of Arts - Communications
University of California, Berkeley
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