Daniel N Beseka
Carrolton,TX
Summary
Customer Service Representative
PROFESSIONAL SUMMARY
Energetic and passionate customer service representative with more than 5 years’ experience in
building relationships with customers, customer support, inbound calls and out bound calls, chats and
emails.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
United Airline
, TX
07.2022 - 02.2024
- Resolved all incoming calls issues from customers related to flight booking, flight cancelation, billing services, mileage plus account, credit cards updates, address updates, seat assignment, flight status
- Ensure customers are satisfied with their calls by providing the best professional services in applying empathy, patience and listening skills for angry customers and easily de-escalated issue for other callers more related to flight cancellation
- Handled 50 to 80 calls daily while multitasking on different platforms
- Provide solutions to inbound calls and follow up out bound calls in both French and English languages for connecting flight with Brussels Airlines.
Customer Service Representative (Bilingual
United Health Group
, TX
09.2018 - 07.2022
- Resolve complex issues for patients calling regarding insurance billing questions, care aid and doctors’ visits, updates, and appointments
- Initiate outbound calls to follow up on customer resolutions, scheduled call back, billing updates
- De-escalate issues from inbound caller customers by providing bet empathy and patient techniques of customer service with solutions from company’s CSR handbook
- Mentioned a 96% and above satisfactory record each month from customer reviews after calls
- Collaborate with other team members in providing solutions to customers over chat support, emailing and phone by reviewing training documentations consistently and ensure compliance with HIPPA
- Multitask on different applications when responding to incoming calls by reviewing and identifying callers on the platform, verifying correct information’s details, and navigating through multiple windows
- Tools Used: Teams, Salesforce, MS Office Windows, VM Ware.
Front Desk Help
ECars
Ottumwa, IA
10.2017 - 08.2018
- Assist customers in scheduling automative care services such as maintenance related to oil change, tire change car repairs, billing questions
- Provide answers to questions about inventories in stock and advice on available dates for out- of-stock items
- Answer incoming phone calls from customers by providing information regarding service status, appointment status, orders, and payments
- Initiate outbound calls for reminders to customers needing services, schedule changes, placing order and inventory Updates.
Education
Associate Degree of Art and - Science
Indian Hills Community College
Skills
- Tool Used:
- Microsoft Excel, Office Phone
- SKILLS
- Multitasking Effective listening Time management Sales Problem solving Teamwork attention to
- Detail MS Office 365 - Word/Excel, Outlook, Teams Slack salesforce Zendesk Inbound calls
- French Chat support
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved [Issue] which led to [Results].
- Achieved [Result] through effectively helping with [Task].
- Resolved product issue through consumer testing.
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Supervised team of [Number] staff members.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Collaborated with team of [Number] in the development of [Project name].
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
Timeline
Customer Service Representative
United Airline
07.2022 - 02.2024
Customer Service Representative (Bilingual
United Health Group
09.2018 - 07.2022
Front Desk Help
ECars
10.2017 - 08.2018
Associate Degree of Art and - Science
Indian Hills Community College
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