Karen Reyes Avila
Houston,Texas
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at Answer Fort Smith. Excelled in resolving high-stress disputes with empathy and professionalism, leveraging critical thinking and Microsoft Outlook proficiency. Demonstrated growth by efficiently managing call volumes and improving service delivery, embodying exceptional active listening and data entry skills.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Answer Fort Smith
Fort Smith, AR
12.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Trained new personnel regarding company operations, policies and services.
- Paid attention to detail while completing assignments.
Bilingual Call Center Agent
Sykes Enterprise
Fort Smith, AR
10.2018 - 01.2022
- Navigated multiple software applications simultaneously during calls for efficient information retrieval and data entry tasks.
- Delivered personalized assistance by attentively listening to customer concerns and empathizing with their situation.
- Handled sensitive information with utmost discretion, adhering strictly to privacy regulations and company policies.
- Delivered prompt service to prioritize customer needs.
- Regularly reviewed personal performance metrics to identify areas for improvement, leading to consistent growth in key indicators over time.
- Participated in ongoing training sessions to stay updated on industry trends, product offerings, and company policies.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Education
High School Diploma -
East Boston High School
Boston, MA06-2009
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Computer proficiency
- Complaint handling
- Payment processing
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Call management
- Microsoft PowerPoint
- Live chat support
- Service upselling
Languages
Spanish
Full Professional
Interests
- Youth mentor, providing guidance and support to empower the next generation of leaders
- Documenting and sharing travel experiences
- Train Travel
- Road Trips
Timeline
Customer Service Representative
Answer Fort Smith
12.2022 - Current
Bilingual Call Center Agent
Sykes Enterprise
10.2018 - 01.2022
High School Diploma -
East Boston High School