Summary
Overview
Work History
Education
Skills
Websites
Softwares
Reference
Work Availability
Timeline

Keyli Estrada

Jacksonville,North Carolina
Success usually comes to those who are too busy to be looking for it.
Henry David Thoreau

Summary

I am a Military Spouse and have been working as a customer service representative for almost six years. I been a 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. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

Cognizant
11.2022 - Current
  • Managed over 50 customer calls per day.
  • 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.
  • 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.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Customer Service Representative

Conns Home Plus
08.2020 - 12.2021
  • Greeted customers entering store and responded promptly to customer needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Answered questions about store policies and addressed customer concerns.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Addressed customer needs and made product recommendations to increase sales.
  • Set up new sales displays each week with fresh merchandise.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Developed and managed relationships with customers to increase customer loyalty.

Cashier/Server

Pizza Fino
12.2018 - 06.2020
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Tallied cash drawer at beginning and end of each work shift.
  • Performed cash, card and check transactions to complete customer purchases.
  • Cultivated warm relationships with regular customers.
  • Completed credit payments via card processing systems.

Education

Associate of Arts - Elementary School Teaching

Lonestar Community College, Houston
08.2024

High School Diploma -

Langham Creek High School, Houston, TX
05.2020

Skills

  • Problem-Solving Ability
  • Call Center Operations
  • Customer Service
  • Great Communication
  • Problem Solving
  • Team player
  • Active Listening

Softwares

  • Talk Desk
  • Sales Force
  • Microsoft Teams

Reference

Michael Strong 

Conns Home Plus Manager

404-307-1648 or Michael.Strong@conns.com

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Service Representative - Cognizant
11.2022 - Current
Customer Service Representative - Conns Home Plus
08.2020 - 12.2021
Cashier/Server - Pizza Fino
12.2018 - 06.2020
Lonestar Community College - Associate of Arts, Elementary School Teaching
Langham Creek High School - High School Diploma,

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Keyli Estrada