KIM LYRA ODAEZA WILFORD
Bremerton,WA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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
7
7
years of professional experience
Work History
Customer Service Representative
VetSource
09.2022 - 03.2023
- 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.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Representative
Continuum Global Solution
05.2019 - 12.2019
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Educated customers on special pricing opportunities and company offerings
- Documented customer correspondence in CRM to track requests, problems and solutions
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Upheld quality control policies and procedures to increase customer satisfaction
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Processed documentation and troubleshot discrepancies to build client rapport.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Representative
Concentrix
12.2018 - 04.2019
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Educated customers on special pricing opportunities and company offerings
- Documented customer correspondence in CRM to track requests, problems and solutions
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Upheld quality control policies and procedures to increase customer satisfaction
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Processed documentation and troubleshot discrepancies to build client rapport
Customer Service Representative
Alorica
05.2018 - 11.2018
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Used proven techniques to de-escalate angry customers during telephone interactions.
Customer Service Representative
Sykes Asia
06.2016 - 04.2018
- 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.
- 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.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Education
High School Diploma -
Sta. Lucia High School
Philippines03.2011
Skills
- Multitasking and Prioritization
- Customer Account Management
- Issue and Complaint Resolution
- Understanding Customer Needs
- Language] Fluency
- Upbeat and Positive Personality
- CRM Software
- Efficient and Detail-Oriented
- High-Energy Attitude
- Adaptive Team Player
- Quality Assurance Controls
- Problem-Solving Abilities
- Inbound and Outbound Calling
- Technologically Savvy
- Credit Card Payment Processing
- Call Documentation
- Order and Refund Processing
- Transaction Processing
- Customer Service
- Order Fulfillment
Timeline
Customer Service Representative
VetSource
09.2022 - 03.2023
Customer Service Representative
Continuum Global Solution
05.2019 - 12.2019
Customer Service Representative
Concentrix
12.2018 - 04.2019
Customer Service Representative
Alorica
05.2018 - 11.2018
Customer Service Representative
Sykes Asia
06.2016 - 04.2018
High School Diploma -
Sta. Lucia High School
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