Kenneth Becerra
Austin,TX
Summary
Resourceful Call Center Representative who consistently meets and exceeds productivity goals. Proven capacity to troubleshoot issues to resolve issues quickly. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Overview
3
3
years of professional experience
Work History
Call Center Representative
Sephora
01.2022 - 12.2022
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion and access to services.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered excellent customer service, resulting in consistent 99% customer satisfaction rating.
Call Center Representative
T-Mobile
01.2018 - 12.2019
- Properly directed inbound calls in phone queues to improve call flow.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Provided accurate and appropriate information in response to customer inquiries.
- Developed effective relationships with all call center departments through clear communication.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Provided input to assist in selection and implementation of new phone system.
- Address customer service inquiries in a timely and accurate fashion.
- Give accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints.
Education
High School Diploma -
S. Bolivar & G. Garibaldi
Venezuela 10.2015
Skills
- Customer Support
- Inbound Phone Call Management
- Problem-Solving Skills
- Customer Communication
- Customer Service Optimization
- Troubleshooting
- Service and support
- Computer software savvy
- Friendly
- People person
- High standards
- Trainer
- Conflict resolution
- Problem solver
- Critical thinker
Languages
English
Professional Working
Spanish
Native or Bilingual
Italian
Limited Working
Timeline
Call Center Representative
Sephora
01.2022 - 12.2022
Call Center Representative
T-Mobile
01.2018 - 12.2019
High School Diploma -
S. Bolivar & G. Garibaldi
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