Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Bertina Alford

Bertina Alford

Las Vegas,Nevada

Summary

Friendly and passionate representative. Have good phone handling skills, and great with paying full attentions to customer. Handle high volumes of calls inbound, outbound, and relay. Enthusiastic, and eager to contribute to team success. Have a clear understanding on summarizing and reflecting back what customer are saying. Great with rembering details about previous interactions or specific prefrences. Show clear understanding by providing reassurance and check back with customers making sure there issue have been resolved and they are satisfied. Very tech savvy comfortably with toggle between multiple computer systems. A dedicated Customer Service Representative with over ten years of experience working in a call center environment, providing reliable customer service. Adapt to high call volumes, finishing in a timely mannor. With seeking to contribute a seamless and positive experience for all customers.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Remote Deposit Services Representative

Foundever
02.2023 - 07.2023
  • Assisted customer on enrollment help set up new deposit account
  • Received incoming calls, web chat and emails
  • Provide resolution with customer inquires regarding accounts and problem with deposits
  • Used banking software systems for processing account transactions

Remote Customer Services Representative

Sutherland Global
03.2022 - 09.2022
  • Reviewed and verified gas company, pay per usages, billing and payment transactions
  • Provided support to customers via chat and e-mailed as while receiving incoming and providing outbound calls
  • Provided empathy to customer complaints regarding service interruptions, gas outages and restoring gas services
  • Handled credit card transactions, ATM withdraws and check deposits

Remote Insurance Representative

Sitel Operations
01.2022 - 02.2022
  • Handled customer inquiries and provide option for insurance plans, policies and coverage
  • Received incoming calls, chat and e-mailed
  • Sale insurance policies for Home, and Cars
  • Up-sell coverage options to clients

Reservation Representative

Prestige Travel and Cruise
08.2012 - 09.2013
  • Responded to customer requests for products, services, and company information
  • Managed over 50 customer calls per day
  • Prepared itinerary's, letters of confirmation and informed customers of deals and promotions
  • Assisted reservations, rate quotes, general question, update customer files, and database information
  • Performed various administrative duties and basic accounting functions such as researching, billing, process ticket orders, promote events, regarding shows and tours

Education

Business Adminstration -

American InterContenital University
Schaumburg, Illinois
02.2016

High School -

Inglewood High School
Inglewood, Cailfornia
06.1994

Skills

  • Teamwork
  • Attention to Detail
  • Organizational Skills
  • Communication Skills
  • Customer Satisfaction
  • Building Rapport
  • Empathy
  • Proficient in Multiple Computer Applications
  • Salesforce
  • Centrix Portal
  • Microsoft Teams
  • Zoom
  • Slack

Certification

  • Certified Travel Consultant
  • 800 Inbound Certified
  • Vegas Certified
  • MGM Resort International Certified Collections Representative
  • The Cosmopolitan Certified
  • U.S. Airways Vacation Specialist Certificate
  • Call Center Certified Training
  • LiveChat Expert LiveChat, Inc.
  • Child Development Associate (CDA) Certificate

Timeline

Remote Deposit Services Representative

Foundever
02.2023 - 07.2023

Remote Customer Services Representative

Sutherland Global
03.2022 - 09.2022

Remote Insurance Representative

Sitel Operations
01.2022 - 02.2022

Reservation Representative

Prestige Travel and Cruise
08.2012 - 09.2013

Business Adminstration -

American InterContenital University

High School -

Inglewood High School
Bertina Alford