Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Certification
Education and Training
Timeline
Hi, I’m

CATHER MANOUS

Customer Service Agent
San Antonio,TX
CATHER MANOUS

Summary

Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

46
years of professional experience
1
Certification

Work History

Alorica

Customer Service Representative - Call Center
01.2023 - 09.2023

Job overview

  • Interacted with a daily average of 50 customers via inbound calls promptly, providing courteous and professional service.
  • Mastered prompt resolutions to customers with banking account product inquiries, balances, profile changes, check orders, disputes, funds transfers and complaints. in a timely manner.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Commended for developing an understanding of assigned program systems and procedures quickly for necessity to perform job effectively and met program performance standards.
  • Maintained confidentiality of private personal information with diplomacy and tact.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

U.S. Civil Service

Computer Assistant
02.1978 - 11.2002

Job overview

  • Was assigned an extra duty to assist in the setup of new computers and peripherals such as printers, scanners.
  • Provided technical support for hardware and software issues, reducing downtime for users.
  • Improved user experience with proactive troubleshooting and efficient problem resolution.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Assisted with setting up audio and visual equipment for meetings or presentations.
  • Collaborated with IT team on network upgrades, ensuring minimal disruption to daily operations.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Developed training materials and procedures or trained users in proper use of hardware or software.
  • Conducted employee training sessions on new software and technology tools, increasing user adoption rates.

Education

St. Philip's College
San Antonio, TX

Associate of Arts from Computer And Info Systems Security
05-1997

University Overview

  • Graduated with 3.4 GPA while supporting 2 children and working 2 jobs
  • Awarded for attendance and class participation
  • Bethel A.M.E. Scholarship
  • Women's Faith Scholarship
  • Extracurricular Activities: Trustee Bethel A.M.E. Church
  • Coordinated Yearly Thanksgiving Dinner for Seniors

Skills

  • Call Management
  • Microsoft Office Suite Proficiency
  • Grammar and Documentation
  • Product Knowledge
  • Customer Service with Professional Telephone Demeanor
  • Active Listening and Critical Thinking
  • Multi-Task Management
  • Customer relations
  • Problem resolution and De-escalation techniques
  • Appointment Scheduling

Accomplishments

  • Consistently maintained high customer satisfaction ratings.

Affiliations

  • Volunteer High School Band Booster
  • Class Leader and Assistant of Class Leaders Council, Bethel A.M.E. Church
  • Trustee, Bethel A.M.E. Church

Certification

  • Prepaid Debit Card Training - 2020
  • US Bank Customer Service Agent - 2023

Education and Training

other

Timeline

Customer Service Representative - Call Center

Alorica
01.2023 - 09.2023

Computer Assistant

U.S. Civil Service
02.1978 - 11.2002

St. Philip's College

Associate of Arts from Computer And Info Systems Security

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