Customer Service Agent
Manuel Calzado
Bergen Logistics
North Bergen,NJ
7
years of professional experience
Dynamic customer service professional with a proven track record at Alorica, excelling in complaint handling and CRM software utilization. Recognized for enhancing customer satisfaction and reducing call resolution time through effective problem-solving and teamwork. Committed to continuous improvement and building rapport, driving performance excellence in fast-paced environments.
Work History
High Lift Operator
7 Months- Operated high lift equipment to efficiently handle and transport inventory within warehouse.
- Conducted regular safety checks on equipment to ensure compliance with operational standards.
- Collaborated with team members to optimize workflow and improve material handling processes.
- Trained new staff on safe operation of high lift machinery and best practices in logistics.
Customer Service Specialist
9 Months- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Utilized CRM systems to track and manage customer interactions, ensuring accurate records.
- Collaborated with team members to streamline call handling processes, improving response times.
- Trained new staff on best practices for customer service and system navigation.
- Addressed complex issues promptly, maintaining professionalism under pressure.
- Analyzed feedback trends to identify areas for process improvement and training needs.
- Implemented solutions that reduced call resolution time while maintaining service quality.
- Led initiatives to enhance team performance through effective communication and support strategies.
- Took ownership of challenging situations, maintaining a customer-focused approach while working towards mutually beneficial solutions.
- Educated customers on company systems, form completion, and access to services.
- Handled complex billing inquiries with accuracy and professionalism, reducing errors that could lead to negative customer experiences or lost revenue.
- Answered up to [Number] incoming calls in busy, fast-paced global call center.
- Collaborated with other departments to provide seamless support for customers requiring specialized assistance or information.
- Consistently met or exceeded performance metrics, demonstrating commitment to quality work and continuous improvement.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Delivering Furniture
2 Years 10 Months- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
Truck Loader and Unloader
4 Months- Loaded and unloaded packages efficiently, ensuring timely dispatch and delivery.
- Operated material handling equipment to streamline loading processes and enhance safety standards.
- Inspected packages for damage and accuracy before loading to maintain quality control.
- Collaborated with team members to optimize workflow, reducing loading times significantly.
- Trained new staff on best practices for package handling and safety protocols.
- Monitored inventory levels during loading operations, assisting in stock management efforts.
Education
High School Diploma
Skills
Customer support
Written and oral communication
Data entry
Customer focus
Complaint handling
LiveChat
Language fluency
Documentation and reporting
Payment processing
Call center operations
Keyboarding
Account management
Call routing
Service recommendations
CRM software
Problem-solving skills
Call center customer service
Building rapport
Performance improvement
Sales expertise
Technical support
Sales closing
Professional phone voice
Call handling
Analytical
Teamwork
Teamwork and collaboration
Understanding customer needs
Excellent communication
Computer skills
Accomplishments
- Supervised team of 8 staff members.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
High Lift Operator
Bergen Logistics
11.2025 - 06.2026Read More
Customer Service Specialist
Alorica, Goldman Sachs Bank USA
01.2025 - 10.2025Read More
Delivering Furniture
American Signature Furniture
03.2020 - 01.2023Read More
Truck Loader and Unloader
FedEx:Ground
10.2019 - 02.2020Read More
Apopka High School.
High School Diploma
Read More