Monsurat Laguda

Newark,NJ

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

years of professional experience

Work History

Customer Service Specialist

Catholic Guardian Services

09.2021 - Current

Provided assistance to customers in navigating website and resolving complaints.
Maintained a high level of professionalism while interacting with customers via phone or email.
Conducted outbound calls to follow up on surveys or solicit additional business opportunities.
Assisted customers with making payments or establishing payment plans to bring accounts current.
Helped customers open accounts, make deposits, update information and carry out range of routine actions.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Assisted customers with account maintenance such as resetting passwords and updating contact information.

Customer Service Representative

Delta Airlines Global Services

05.2020 - 08.2021

Gathered customer feedback through surveys and used the data to improve customer service.
Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Maintained detailed records of customer interactions, transactions and comments for future reference.
Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Answered inbound calls, chats and emails to facilitate customer service.

Education

Associate of Applied Science -

Essex County College

Newark, NJ

Skills

Complaint Resolution
Customer Retention
Account Management
Customer Order Management
Call Centers
Problem Resolution
Customer Service
Telephone Etiquette

Good Communication Skills
Patience
Active listening
Positive attitude
Multitasker
Technical knowledge
Time management

Timeline