Joseph Somsanouk
Narberth,Pennsylvania
Summary
Polite and professional Contact Representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
3
3
years of professional experience
1
1
Certification
Work History
CONTACT REPRESENTATIVE
Department Of Treasury
10.2020 - Current
- Basic knowledge of IT processing functions to understand the stages to automate a work process
- Work with clients and customers to assess and/or address their needs and provide information or assistance relative to the products or services
- Communicate effectively both orally and in writing; and identify and resolve problems, determine relevant information, demonstrate using sound judgment, and making recommendations
- Interviewing subject-matter personnel to get facts regarding work processes, and synthesizing the resulting data into charts showing information flow
- Operating computer consoles where this involved choosing from among various procedures in responding to machine commands or unscheduled halts
- Scheduling the sequence of programs to be processed by computers where alternatives had to be weighed with a view to production efficiency
- Preparing documentation on cost/benefit studies where this involved summarizing the material and organizing it in a logical fashion
- Working directly with customers in obtaining information needed to establish or change accounts
- Translating detailed logical steps developed by others into language codes that computers accept where this required understanding of procedures and limitations appropriate to use of a programming language
- Built trust with customers through personalized conversations
- Managed and resolved issues with customers during calls by following determined script
- Assisted managers by training new personnel to improve onboarding process
- Learned company policies, rules and performance requirements to achieve successful calling metrics
- Used database system to record notes and call information
- Anticipated customer concerns on calls by providing additional information
- Utilized effective communication skills to provide customers with solutions to their inquiries
- Guided customers in troubleshooting technical issues and addressing customer service inquiries
- Processed customer orders accurately and in a timely manner
- Met performance goals and call center metrics in fast-paced performance setting
- Explained product features and benefits to customers to encourage sales
- Answered calls, left voicemails, and scheduled follow-up calls to drive customer engagement
- Followed established procedures during calls with customers.
Education
Cyber Security -
Pennsylvania State University
Skills
- Problem-Solving Skills
- Quality Control
- Data Gathering
- Government Regulations
- Quality Assurance Controls
- Call Center Operations
- Tax Advising
- Verbal and Written Communication
- Electronic Tracking
- Economic Reviews
- Public Assistance Programs
- Customer Communication
- Account Management
- Training and Development
- Service Quality
- Resolving Issues
- Call Control Skills
- Customer Inquiries
- Call Control
- IRS Correspondence
- Daily Reports
- Microsoft Office
- Database Research
Certification
Google Data Analytics Certificate
Languages
Tagalog
Timeline
CONTACT REPRESENTATIVE
Department Of Treasury
10.2020 - Current
Cyber Security -
Pennsylvania State University
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