KIM LYRA ODAEZA WILFORD
Bremerton,WA
Summary
Personable and dedicated Customer Service Representative with extensive experience in Financial and Sales industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. 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
4
4
years of professional experience
Work History
Customer Service Representative
Continuum Global Solution
Pasig City
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.
Customer Service Representative
Concentrix
Mandaluyong
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
- Explained benefits, features and recommendations to maximize client retention
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
Customer Service Representative
Alorica - Boni
Mandaluyong
05.2018 - 11.2018
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- 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
- 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.
Customer Service Representative
Sykes Asia
Mandaluyong
06.2016 - 04.2018
- Documented customer correspondence in CRM to track requests, problems and solutions
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
Education
Certificate Course: Pharmacy Technician -
Texas A&M University
High School Diploma - undefined
Sta. Lucia High School
03.2012
Skills
- Credit Card Payment Processing
- De-escalation Techniques
- Responding to Difficult Customers
- Verbal and Written Communication
- Order and Refund Processing
- Calm and Professional Under Pressure
- Customer Service
- Transaction Processing
- Multitasking and Prioritization
- Customer Account Management
- Issue and Complaint Resolution
- Building Customer Trust and Loyalty
- 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
- Call Volume and Quality Metrics
- Microsoft Office Suite
Timeline
Customer Service Representative
Continuum Global Solution
05.2019 - 12.2019
Customer Service Representative
Concentrix
12.2018 - 04.2019
Customer Service Representative
Alorica - Boni
05.2018 - 11.2018
Customer Service Representative
Sykes Asia
06.2016 - 04.2018
Certificate Course: Pharmacy Technician -
Texas A&M University
High School Diploma - undefined
Sta. Lucia High School
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