Porfirio Barrera
Huntingdon Valley,PA
Summary
Accomplished Customer Service Representative with a proven track record at Verizon, enhancing customer loyalty through exceptional complaint resolution and active listening. Skilled in CRM and bilingual communication, adept at problem-solving and maintaining professionalism under pressure. Increased repeat business by effectively managing customer relations and inquiries.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Verizon
05.2021 - 04.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Ferullo Insurance Agency
01.2017 - 03.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Associate of Arts - Business
Kutztown University of Pennsylvania
Kutztown, PA06.1996
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Call center experience
- Computer Proficiency
- Complaint Handling
- Complaint resolution
- Client Relations
- Professional telephone demeanor
- Bilingual
- CRM
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Verizon
05.2021 - 04.2024
Customer Service Representative
Ferullo Insurance Agency
01.2017 - 03.2021
Associate of Arts - Business
Kutztown University of Pennsylvania
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