Keyli Estrada
Slidell,LA
Summary
I am a Military Spouse and have been working as a customer service representative for almost six years. Dedicated professional with experience in customer-centered call center roles. Proven track record of delivering exceptional service, resolving complaints, and achieving satisfaction goals. Skilled in multitasking and maintaining accurate records of interactions and transactions. Excellent communication and problem-solving skills with a passion for working with service-oriented teams.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Global Payments
Remote
02.2024 - Current
- Navigated multiple software applications while assisting customers.
- Updated system customer details, preferences, and billing information.
- Resolved customer complaints, ensuring a positive experience.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Performed special services for customers, ordering bank cards and taking payments for customers credit cards.
- Provided customer service support for inquiries regarding transactions, fees.
- Resolved customer issues while maintaining professionalism.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
CUSTOMER SERVICE REPRESENTATIVE
Cognizant
Remote
11.2022 - 09.2023
- Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding
- Met performance goals and call center metrics in fast-paced performance setting
- Demonstrated excellent communication skills by actively listening to customers, responding to their needs, and providing helpful solutions
- Managed and resolved issues with customers during calls by following determined script
- Collaborated with other departments within the organization when necessary
- Recorded detailed notes during each phone interaction for future reference
- Communicated professionally with customers at all times while demonstrating empathy
- Investigated and researched issues to determine root causes and appropriate resolution methods.
CUSTOMER SERVICE REPRESENTATIVE
Conns Home Plus
Houston, US
08.2020 - 12.2021
- Maintained high standards of customer service during high-volume, fast-paced operations
- Developed strong organizational skills to efficiently manage multiple tasks simultaneously, such as restocking shelves and operating a cash register
- Efficiently handled customer complaints in a courteous manner, resolving issues quickly and effectively
- Demonstrated excellent customer service skills while processing payments, helping customers find items and answering questions
- Answered incoming calls promptly and professionally following established guidelines
- Performed daily opening and closing duties such as counting out cash drawers and verifying amounts against sales receipts
- Used POS system to compute accurate sales prices for purchase transactions.
CASHIER/SERVER
Pizza Fino
Houston, US
12.2018 - 06.2020
- Operated cash register and accurately processed payments, returns, and exchanges
- Performed opening and closing procedures, such as counting cash register, restocking, and cleaning
- Provided excellent customer service by greeting customers and offering assistance
- Helped restock shelves when necessary to maintain an organized display area
- Managed large amounts of cash accurately during busy hours in a fast-paced environment
- Handled customer complaints and inquiries in a courteous and efficient manner
- Counted and balanced cash drawer at the beginning and end of each shift
- Utilized problem-solving skills to effectively handle difficult situations.
Education
Associate of Arts - Business
Lonestar Community College
Houston, TX01-2025
HIGH SCHOOL DIPLOMA -
Langham Creek High School
Houston, TX05.2020
Skills
- Inbound and Outbound Calling
- Account updating
- CRM Software
- Typing 75 WPM
- Problem-solving abilities
- Customer Service
- POS System Operation
- Positive and professional
- Multitasking
- Friendly, Positive Attitude
- Payment Processing
- Active Listening
Softwares
- Talk Desk
- Avaya Agent
- Salesforce
- Microsoft 365
Timeline
Customer Service Representative
Global Payments
02.2024 - Current
CUSTOMER SERVICE REPRESENTATIVE
Cognizant
11.2022 - 09.2023
CUSTOMER SERVICE REPRESENTATIVE
Conns Home Plus
08.2020 - 12.2021
CASHIER/SERVER
Pizza Fino
12.2018 - 06.2020
Associate of Arts - Business
Lonestar Community College
HIGH SCHOOL DIPLOMA -
Langham Creek High School