Summary
Overview
Work History
Education
Skills
Timeline
Generic

Benn Blama

Minneapolis,MN

Summary

Polite and professional Verizon Wireless successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Overview

7
7
years of professional experience

Work History

Customer Service Call Center Representative

Verizon Wireless
01.2020 - 05.2023
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and issues.
  • Maintained high call quality standards by adhering to company protocols and guidelines for efficient service delivery.
  • Achieved personal performance goals through effective call management, prioritization, and time management.
  • Contributed to team success by actively participating in training sessions, workshops, and continuous improvement initiatives.
  • Retained customers by offering alternative solutions during difficult interactions or potential cancellations of services.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Trained staff on operating procedures and company services.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Developed and updated databases to handle customer data.
  • Responded proactively and positively to rapid change.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies and services.
  • Cross-trained and backed up other customer service managers.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Collaborated with shipping team to track shipments, verify orders and handle product returns.
  • Compiled status and performance reports for team leaders to address company strengths and weaknesses.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Processed debit and credit card and electronic check payments.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Approved and terminated customer contracts upon request.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.

Customer Service Representative

Menards
03.2016 - 06.2020
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Created and maintained detailed database to develop promotional sales.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Implemented and developed customer service training processes.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Cross-trained and backed up other customer service managers.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Investigated and resolved accounting, service and delivery concerns.
  • Trained staff on operating procedures and company services.
  • Developed and updated databases to handle customer data.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Managed timely and effective replacement of damaged or missing products.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Promptly responded to inquiries and requests from prospective customers.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Education

Robbinsdale Cooper Senior High School
New Hope, MN
06.2017

Skills

  • Technical Troubleshooting
  • Account Updating
  • Customer Satisfaction
  • Escalation Management
  • Call Management
  • Product and Service Knowledge
  • Positive Attitude
  • Upselling Products
  • Goal Setting
  • Call Handling
  • Team Collaboration
  • CRM Navigation
  • Effective Communication
  • Product Knowledge
  • Sales Techniques
  • Problem Solving
  • Data Entry Accuracy
  • Process Improvement
  • Customer Retention
  • Feedback Reception
  • Time Management
  • Cross-selling Services
  • Active Listening
  • Decision Making
  • Conflict Resolution
  • Telephone Etiquette
  • Sales Closing
  • Customer Service
  • Call Control
  • Product Upselling
  • Payment Processing
  • Data Entry
  • Technical Support
  • Customer Relationship Management
  • Proficient in Software
  • Communicating With Clients
  • Customer Service Optimization
  • Customer Communications
  • Inbound Phone Calls
  • Answering Questions
  • Prospecting Skills
  • Interpersonal Skills
  • Call Center Customer Service
  • Customer Support
  • Performance Monitoring
  • Database Research
  • Calm Disposition
  • Appointment Scheduling
  • Sales Expertise
  • Resolving Issues
  • Logging Call Information
  • Inbound Phone Call Management
  • Gathering Information
  • Quality Control
  • Verbal and Written Communication
  • Problem-Solving Skills
  • Cash Handling
  • Performance Improvement
  • Account Management
  • Order Processing
  • Promotional Support
  • Call Documentation
  • Direct Sales
  • Account Updates
  • Transaction Processing
  • CRM Software
  • Data Evaluation
  • Customer Account Management
  • Route Management
  • Credit Adjustments
  • Report Preparation
  • Quality Assurance
  • Empathy Display
  • Performance Metrics
  • Task Prioritization
  • Technical Proficiency
  • Complaint Resolution
  • Eligibility Determination

Timeline

Customer Service Call Center Representative

Verizon Wireless
01.2020 - 05.2023

Customer Service Representative

Menards
03.2016 - 06.2020

Robbinsdale Cooper Senior High School

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Benn Blama