Summary
Overview
Work History
Education
Skills
Timeline
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Cordaro Burge

Greeley,CO

Summary

Dynamic professional with a proven track record in customer service and problem resolution, honed at companies like OtterBox. Excelled in enhancing customer loyalty through empathetic engagement and effective conflict resolution. Skilled in CRM software and active listening, consistently exceeding performance metrics. Recognized for developing strategies that improved customer satisfaction and retention.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

OtterBox
02.2022 - 08.2024


  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Participated in training programs to enhance product knowledge and customer service.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.

Banking Customer Service Representative

USAA
03.2020 - 01.2022
  • Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
  • Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
  • Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
  • Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
  • Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
  • Processed daily cash transactions accurately while adhering to security protocols, minimizing risk exposure for the bank and its customers.
  • Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
  • Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.

Sales/Billing

Rise Broadband
05.2018 - 03.2020
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.

Banking Representative

USAA
02.2016 - 01.2019
  • Ensured seamless integration of acquired banks into existing systems through careful planning, coordination, and execution of transition activities.
  • Improved client retention through effective communication and personalized banking solutions.
  • Contributed to the development of new marketing strategies, resulting in increased product awareness among potential customers.
  • Educated clients on various financial products, helping them make informed decisions for their specific needs.

Education

Bachelor In Computer Science - Cyber Security Engineering

Colorado Technical University
Colorado Springs, CO
11.2027

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Computer proficiency
  • Conflict resolution
  • Call center experience
  • Microsoft Excel
  • Payment processing
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call center operations
  • Microsoft outlook
  • Call management
  • Product knowledge
  • Order processing
  • Documentation
  • Microsoft Office Suite
  • Microsoft PowerPoint
  • Data collection
  • Customer relationship management (CRM)
  • De-escalation techniques
  • Live chat support
  • Sales expertise
  • CRM software
  • Warranty service

Timeline

Customer Service Representative

OtterBox
02.2022 - 08.2024

Banking Customer Service Representative

USAA
03.2020 - 01.2022

Sales/Billing

Rise Broadband
05.2018 - 03.2020

Banking Representative

USAA
02.2016 - 01.2019

Bachelor In Computer Science - Cyber Security Engineering

Colorado Technical University
Cordaro Burge