Jessica Aguilar

Customer Service Rep

Alorica

02.2021 - Current

Handled customer inquiries and suggestions courteously and professionally.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Answered constant flow of customer calls with minimal wait times.
Answered customer telephone calls promptly to avoid on-hold wait times.
Updated account information to maintain customer records.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Offered advice and assistance to customers, paying attention to special needs or wants.
Responded to customer requests for products, services, and company information.
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Processed customer service orders promptly to increase customer satisfaction.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Provided primary customer support to internal and external customers.
Utilized customer service software to manage interactions and track customer satisfaction.
Tracked customer service cases and updated service software with customer information.
Developed customer service policies and procedures to meet and exceed industry service standards.
Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Investigated and resolved customer inquiries and complaints quickly.
Exhibited high energy and professionalism when dealing with clients and staff.
Met customer call guidelines for service levels, handle time and productivity.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Delivered prompt service to prioritize customer needs.
Maintained up-to-date knowledge of product and service changes.
Followed up with customers about resolved issues to maintain high standards of customer service.
Educated customers about billing, payment processing and support policies and procedures.
Responded proactively and positively to rapid change.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Promptly responded to inquiries and requests from prospective customers.
Sought ways to improve processes and services provided.
Promoted available products and services to customers during service, account management, and order calls.
Managed timely and effective replacement of damaged or missing products.
Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Developed and updated databases to handle customer data.
Cross-trained and provided backup support for organizational leadership.
Enhanced productivity levels by anticipating needs and delivering outstanding support.
Investigated and resolved accounting, service and delivery concerns.
Adhered to department processes, procedures and goal expectations for case investigations.
Analyzed, researched and resolved payment claims within required timeframes.
Kept up to date on industry information, system changes, network rules and compliance issues.
Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Identified assets of suspects in order to freeze and seize assets.
Analyzed financial statements, bank records and government databases to identify fraud and other instances of financial crimes.
Recognized control failures in bank processes, procedures and customer decisions and categorized losses.
Conducted interviews with suspects and filed reports of findings.
Conducted preliminary investigations to confirm violations that occurred and obtained relevant documents and testimony from involved parties.
Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Conducted research and interviews with relevant stakeholders to gather evidence and build case files.
Skilled at working independently and collaboratively in a team environment.
Self-motivated, with a strong sense of personal responsibility.
Proven ability to learn quickly and adapt to new situations.
Worked well in a team setting, providing support and guidance.
Worked effectively in fast-paced environments.

Summary

Overview

Work History

Customer Service Rep

Education

High School Diploma -

Skills

Timeline

Customer Service Rep

High School Diploma -

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