CATHER MANOUS
Customer Service Representative
San Antonio,TX
Summary
Flexible Customer Service Representative offering 3+ years in a remote position of success in resolving customer concerns and inquiries. Versed in applying strong communication, problem-solving skills with a polite, professional demeanor to resolve customer issues and maximize satisfaction. Exceeded performance goals in fast-paced call center environments. Trained in using multi applications to complete customer satisfaction. Accurately document call details. Successfully assisted customers with complex technical issues. Communicated complicated concepts clearly and professionally in wide-ranging questions. Solid team player and adept at working effectively unsupervised and quickly mastering new skills. Articulate, enthusiastic and a passion for building relationships. Highly-motivated employee with desire to take on new challenges. Strong work ethic and exceptional interpersonal skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
46
46
years of professional experience
1
1
Certification
4
4
years of post-secondary education
Work History
Customer Service Representative - Pre-Paid/US Bank
Alorica
Universal City, TX
01.2020 - 09.2023
- Interacted with customers via inbound calls promptly, providing courteous and professional service.
- Provided prompt resolutions to customers with banking account product inquiries, balances, profile changes, check orders, disputes, funds transfers and complaints in a timely manner.
- Accurately documented and updated records in required systems Seibel(BEE), Citrix, Outlook and Microsoft Apps.
- Developed an understanding of assigned program systems and procedures necessary to perform job effectively in order to meet or exceed program performance standards.
- Maintained diplomacy and tact when dealing with upset customers or escalated calls.
- Maintained confidentiality of private personal information.
- Answered customer inquiries and provided accurate information regarding products and services.
- Set up and activated customer accounts.
Computer Assistant
U.S. Civil Service
Fort Sam Houston, TX
02.1978 - 11.2002
- Updated existing software applications to the latest versions available.
- Assisted with setting up audio and visual equipment for meetings or presentations.
- 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.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Installed, configured and maintained computer software systems.
- Maintained accurate records of user inquiries, troubleshooting processes and resolutions.
Education
Associate of Arts - Computer And Information Systems Security
St. Philip's College
San Antonio, TX 08.1993 - 05.1997
Skills
- Professional Telephone Demeanor
- Incoming Call Management
- Verbal and Written Communication
- Active Listening
- Multi Task Management
- High- Energy Attitude
- Complaint Resolution
- Appointment Scheduling
- Account Updating
- Microsoft Office Suite (Outlook)
- Grammar
- Product Knowledge
- Data Entry
- Critical Thinking
- Computer Proficiency
Accomplishments
- Consistently maintained high customer satisfaction ratings.
Affiliations
- Volunteer Band Booster
- Class Leader and Assistant of Class Leaders Council, Bethel A.M.E. Church
Certification
- Prepaid Debit Card Training - 2020
- US Bank Customer Service Agent - 2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is better to Give than to Receive
ACTS 20:35
Timeline
Customer Service Representative - Pre-Paid/US Bank
Alorica
01.2020 - 09.2023
Associate of Arts - Computer And Information Systems Security
St. Philip's College
08.1993 - 05.1997
Computer Assistant
U.S. Civil Service
02.1978 - 11.2002
- Prepaid Debit Card Training - 2020
- US Bank Customer Service Agent - 2023
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