Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Cristopher Fermin

Woodhaven,NY

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

13
13
years of professional experience

Work History

Customer Service Representative/Dispatcher/Assistant

Big Q Car Service
11.2016 - 10.2020
  • Updated account information to maintain customer records.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Provided primary customer support to internal and external customers.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Cross-trained and backed up other customer service managers.
  • Monitored cash transactions between drivers and employer.

Summer Youth Employee

Saint Rita's Church
07.2007 - 08.2007
  • Developed unique and thoughtful activities to engage diverse participants in group situations.
  • Monitored social interactions to promote positive social experiences for participants and prevent conflicts.
  • Promoted results-driven programs, aligning pursuits with overall enrichment goals.
  • Generated communications for distribution to participants' families, illustrating individual progress and future planned activities.
  • Assisted in preparing recreational materials and supplies for each activity.
  • Supervised camper activities to address behavioral issues and promote fun, safety and inclusivity.
  • Provided clear instruction to activity and program participants to deliver fun and maintain safety.
  • Transported and escorted program participants to and from activities and on field trips.

Education

Bachelor of Science - Computer And Information Sciences

New York City College of Technology of The City University of New York
Brooklyn, NY
06.2016

Skills

  • Active Listening
  • Managing Multiple Tasks
  • Quality Control
  • Account Collections
  • Technical Support
  • Conflict Mediation
  • Money Handling Abilities
  • Microsoft Word
  • Microsoft PowerPoint
  • Microsoft Excel
  • Credit Card Payment Processing
  • Multi-Line Telephone Operation

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Customer Service Representative/Dispatcher/Assistant

Big Q Car Service
11.2016 - 10.2020

Summer Youth Employee

Saint Rita's Church
07.2007 - 08.2007

Bachelor of Science - Computer And Information Sciences

New York City College of Technology of The City University of New York

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Cristopher Fermin