Overview
Work History
Timeline

Liris Paulino

Customer Service
Spring,TX

Overview

3
3
years of professional experience

Work History

Customer Service Representative

Swissport
02.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Created and maintained detailed database to develop promotional sales.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Cross-trained and backed up other customer service managers.
  • Implemented and developed customer service training processes.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Trained staff on operating procedures and company services.
  • Investigated and resolved accounting, service and delivery concerns.
  • Cross-trained and provided backup support for organizational leadership.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Managed timely and effective replacement of damaged or missing products.
  • Sought ways to improve processes and services provided.
  • Trained new personnel regarding company operations, policies and services.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Promptly responded to inquiries and requests from prospective customers.
  • Responded proactively and positively to rapid change.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.

Timeline

Customer Service Representative - Swissport
02.2022 - Current

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Liris PaulinoCustomer Service