Dinesha Gutierrez
Las Vegas,Nevada
Summary
Compassionate Call Agent with documented strengths in building customer relationships. Caring and kind with focus on providing effective solutions to complex problems. Eager to provide superlative results for customers and employers alike. Detail-oriented Customer Service Agent with over 6 years of hands-on experience in diverse call center settings. Customer-focused individual proficient in managing both inbound and outbound calls. Recognized for meeting and exceeding all sales goals through attentive, individualized service and concise communication.
Overview
6
6
years of professional experience
Work History
Call Center Agent
Customer Connexx
Las Vegas, NV
09.2019 - 08.2023
- Assisted customers with inquiries, issues and complaints via telephone, email and chat.
- Provided accurate information on products and services to customers.
- Greeted customers in a professional and courteous manner.
- Maintained up-to-date knowledge of company's products, services and promotions.
- Identified customer needs by asking probing questions and actively listening to responses.
- Managed customer accounts, including updating account information as needed.
- Reported any technical problems encountered while taking calls to the IT department.
- Monitored incoming calls to ensure they were routed correctly according to established protocols.
- Participated in training sessions to stay abreast of new products, services, policies and procedures.
- Developed strong relationships with customers through effective communication skills.
- Resolved customer service inquiries promptly and efficiently.
- Processed orders accurately and timely.
Customer Service Representative
Percision Opinion
Las Vegas, NV
09.2017 - 07.2018
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
Education
High School Diploma -
Pacific High School
San Bernardino, CA09.1995
Skills
- Training and Mentoring
- Customer Education
- Appointment Setting
- Technical Support
- Call Center Operations
- Customer Communications
- System Documentation
- Issue Resolution
- Performance Monitoring
- Professional Phone Voice
- Team Development
- Training Experience
- Answering Questions
- Call Control Skills
- Resolving Issues
- Quality Assurance
- Product Recommendations
References
References available upon request.
Timeline
Call Center Agent
Customer Connexx
09.2019 - 08.2023
Customer Service Representative
Percision Opinion
09.2017 - 07.2018
High School Diploma -
Pacific High School
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