Khalda Manguet
Surprise,AZ
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
2
2
Languages
5
5
years of professional experience
Work History
Customer Service Representative
Tom Auto Parts
Tolleson, AZ
09.2022 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
Customer Service Associate
Amazon
Surprise, AZ
10.2021 - 09.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Followed policies and procedures to meet or exceed established performance requirements.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Documented customer correspondence in CRM to track requests, problems and solutions.
Education
Sociology
Arizona State University
Tempe, AZ05.2015
A.C.E Program - Beginning College Course
Maricopa Community Colleges - Phoenix College
Phoenix, AZ06.2011
High School Diploma -
North High School
Phoenix05.2010
Skills
- Report Creation
- Credit Card Payment Processing
- Report Generation
- Translation and Interpretation Services
- Multitasking and Prioritization
- Customer Retention Strategies
- Arabic Fluency
- Call Documentation
- Efficient and Detail-Oriented
- Needs Assessment
- Transaction Processing
- Customer Account Management
- Customer Data Confidentiality
- Customer Support
- 35 wpm Typing Speed
- POS Systems and Ordering Platforms
- Upbeat and Positive Personality
- Upselling Products and Services
- Understanding Customer Needs
- Verbal and Written Communication
- Creative Problem Solving
- Data Entry
- Order and Refund Processing
- Issue and Complaint Resolution
- De-escalation Techniques
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- Data Entry and Maintenance
- Inbound and Outbound Calling
- Fleet Dispatching
- Customer Relations
- Stockroom Procedures
- High-Energy Attitude
- In-Store Support
- Microsoft Office Expertise
- Freight Operations
- Quality Assurance Controls
- Problem-Solving Abilities
- Shipping and Receiving Understanding
- Courteous Demeanor
- Process Optimization
- Adaptive Team Player
- Technologically Savvy
Languages
English
Native/ Bilingual
Arabic
Native/ Bilingual
Timeline
Customer Service Representative
Tom Auto Parts
09.2022 - Current
Customer Service Associate
Amazon
10.2021 - 09.2022
High School Diploma -
North High School
A.C.E Program - Beginning College Course
Maricopa Community Colleges - Phoenix College
Sociology
Arizona State University