Francesca Miguel
TUCSON,Arizona
Summary
Innovative Call Center Representative with 2 years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume 50 - 100 calls a day . Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions.
Overview
16
16
years of professional experience
Work History
Accounts Associate
VXI Global Solutions LLC
TUCSON, AZ
05.2019 - Current
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Described product highlights and benefits to help guide purchasing decisions.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Initiated termination of customer contract upon request.
- Answered over 50-100 calls per shift to meet fast-paced call center demands.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Referred complex issues relating to online order system or technology to help desk for further evaluation.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Documented and detailed calls and complaints using call center's CRM database.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Provided ongoing guest service.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended products to customers, thoroughly explaining details.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Facilitated inter-departmental communication to effectively provide customer support.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Investigated and resolved customer inquiries and complaints quickly.
- Promptly responded to inquiries and requests from prospective customers.
- Sought ways to improve processes and services provided.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed timely and effective replacement of damaged or missing products.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Handled over 10 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Effectively communicated with customers about account changes, new products or services and potential upgrades.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Answered over 50 -100 calls per shift to meet fast-paced call center demands.
Child Care/Day Care Worker
Tohono O'odham Nation
TUCSON, AZ
10.2009 - 09.2018
- Cared for children ages 6 months to 3 years of age in nurturing and age-appropriate way.
- Worked with children individually and in groups to teach social, communicative and problem-solving skills.
- Instructed children in crafts and other activities to promote gross and fine motor skills.
- Helped children develop motor skills in preparation for preschool and kindergarten.
- Used positive reinforcement techniques to promote patience and other good behaviors in children.
- Consulted with families to discuss activities and behaviors of each child.
- Prepared group activities to enhance socialization, communication and problem-solving skills for children.
- Provided one-on-one and peer group tutoring on core subjects for children aged 2 to 3 .
- Maintained group discipline through positive reinforcement, behavior modeling and collaboration with parents.
- Developed lessons and activities to promote children's physical and emotional development.
- Created safe and engaging learning environment for groups of diverse children with various learning styles.
- Planned and managed learning-focused, imaginative and play-oriented activities for children.
- Observed children to proactively identify issues with emotional or physical development and worked with parents and supervisors to address concerns.
- Kept areas clean, organized and stocked, and sanitized surfaces and toys .
- Selected appropriate stories based on ages of children and teachable moments, read to groups and promoted discussions based on content.
- Added daily log information to permanent records outlining observations, meals and any medications administered for acute or chronic conditions.
- Handled daily administrative tasks efficiently to minimize time away from children.
- Set and enforced rules to maintain children's safety and created welcoming, caring environments for all children.
- Participated in team-building activities to enhance working relationships.
Skills
- Invoicing and Billing , Transaction Processing
- Customer Service
- Upselling Products and Services
- CRM Software
- Responding to Difficult Customers
- Multitasking and Prioritization, Understanding Customer Needs
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Customer Retention Strategies
- Order and Refund Processing
- Promoting Brand and Company Identity
- Billing Adjustments and Refunds
- Team-Oriented and Cooperative
- Call Volume and Quality Metrics
- First-Tier Technical Support
Timeline
Accounts Associate
VXI Global Solutions LLC
05.2019 - Current
Child Care/Day Care Worker
Tohono O'odham Nation
10.2009 - 09.2018
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