David Ortega
Whittier,CA
Summary
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
28
28
years of professional experience
Work History
Customer Service Manager
Staples
Inglewood, California
12.1996 - Current
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Monitored staff performance to ensure adherence to customer service standards.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Audited customer account information to identify issues and develop solutions.
- Conducted training and offered staff development opportunities to decrease process lags.
- Organized client contracts, records, and reports to strengthen traceability.
- Maintained accurate records of all cashier transactions and resolved discrepancies as needed.
- Managed daily balancing activities including verifying deposits, preparing currency transaction reports, reconciling shift reports, and preparing bank deposits.
Skills
- Project Management
- Account Management
- Technical Support
- Call Center Operations
Timeline
Customer Service Manager
Staples
12.1996 - Current