CAROLINE SOSA

• Resolved customer conflicts efficiently, ensuring retention of vital accounts.

Handled over 3,000 calls and logged over 7,000 activities for my role within six months.

• Conducted comprehensive research on accounts before making contact.
• Consistently updated database with precise details of all customer activities.
• Made regular outreach efforts to address customer account concerns.
• Teamed up with leadership to accomplish both organizational and departmental goals.
• Organized and scheduled meetings, conference calls, and video conferences.

• Accept and process both written and phone notifications to resolve escalated customer account issues, working with multiple areas of the business to reach resolutions.
• Maintained records of customer needs and preferences.
• Computed balances, totals, or commissions to support the accounting team.
• Delivered leadership and insights for educating new hires about various programs.

Created training materials and trained over 15 employees on dispute resolution processes, as well as phone and system procedures.

• Guided employees in handling difficult, or complex, problems.
• Enhanced dispute resolution efficiency by creating structured approaches for complex customer issues.

• Answer customer telephone calls regarding new and existing accounts.
• Respond to questions and concerns about service, and escalate calls appropriately.
• Answered customer inquiries and provided accurate information regarding products and services.
• Promptly responded to general inquiries from members, staff, and clients via telephone, email, and fax.
• Maintained up-to-date knowledge of services provided, policies, account changes, and upgrades.
• Maneuvering Cisco Finesse, Salesforce, Retalix, and Quick Q systems and other systems daily.