Matthew Torres
Kent
Summary
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
5
5
years of professional experience
Work History
Customer Service Representative
South West Plumbing
12.2019 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- 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.
Customer Service Representative
Costco Wholesale Corp
10.2018 - 11.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Arts - Media Arts And Animation
The Art Institute of Seattle
Seattle, WA08.2018
Skills
- Active Listening
- Microsoft Office (Word, Power Point, Excel)
- Computer Proficiency
- Understanding Customer Needs
- Professional Telephone Demeanor
- Managing Multiple Tasks
- Conflict Mediation
- Customer Service
- Account Management
- Credit Card Payment Processing
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Named CSR of the Quarter 2022
Hobbies
I like to do digital art, occasionally take on commissions on the side and even do 3D modeling. After a long day from work, I like to relax and play video games.
Timeline
Customer Service Representative
South West Plumbing
12.2019 - Current
Customer Service Representative
Costco Wholesale Corp
10.2018 - 11.2019
Bachelor of Arts - Media Arts And Animation
The Art Institute of Seattle
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