Norberto Flores
Lula,Georgia
Summary
Dynamic Customer Service Representative with proven success at Metro by T-Mobile, excelling in conflict resolution and relationship building. Recognized for enhancing customer satisfaction through effective problem-solving and technical support. Skilled in CRM systems, I consistently achieved sales targets while fostering loyalty and repeat business through exceptional service and product knowledge.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Metro by T-Mobile
02.2023 - Current
- Resolved customer inquiries efficiently using CRM systems to enhance satisfaction and retention.
- Assisted customers in selecting products, promoting features and benefits for informed purchasing decisions.
- Handled billing inquiries and payment processing, ensuring accurate account management.
- Collaborated with team members to streamline service processes, improving overall workflow efficiency.
- Provided technical support for mobile devices, troubleshooting issues and guiding users through solutions.
- Maintained up-to-date knowledge of product offerings and industry trends to deliver informed advice.
- Educated customers on service plans and promotions, driving awareness of available options.
- Developed rapport with customers to foster loyalty and encourage repeat business through exceptional service.
- 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.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Sales Representative
Metro by T-Mobile
02.2023 - Current
- Learned customer service protocols to enhance client interactions.
- Assisted in resolving customer inquiries through effective communication techniques.
- Supported sales team by providing product information and recommendations.
- Engaged customers to understand needs, fostering positive relationships.
- Adapted quickly to new systems for order processing and inventory management.
- Collaborated with colleagues to streamline workflow and improve service delivery.
- Participated in training sessions to develop skills in sales techniques and strategies.
- Maintained up-to-date knowledge of products to assist customers effectively.
- Built strong relationships with clients through attentive service, leading to repeat business and referrals.
- Emphasized product specifications to meet customer needs.
- Increased customer satisfaction by addressing and resolving issues promptly and professionally.
- Assisted call-in customers with questions and orders.
- Described product highlights and benefits to help guide purchasing decisions.
- Recognized as a top performer within the sales team due to consistent achievements in meeting or exceeding targets month over month.
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
- Enhanced the overall customer experience by providing personalized recommendations based on their preferences and needs.
- Participated in ongoing product training sessions, ensuring a comprehensive understanding of offerings to better assist customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Upsold additional products or services when appropriate, contributing to higher average transaction values per sale.
- Verified delivery schedules and processes.
- Conducted thorough research on competitor offerings regularly, staying informed about industry trends and using this knowledge strategically during sales interactions.
- Cultivated and strengthened account relationships to achieve and exceed company targets.
- Managed high call volumes, prioritizing tasks effectively to maintain exceptional service levels for each interaction.
- Implemented cross-selling strategies during client interactions leading to increased sales revenue from existing customers.
- Provided after-sales support as needed, further strengthening relationships with clients and promoting long-term retention rates.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Streamlined internal processes for better efficiency in handling customer inquiries and order processing.
- Maintained accurate records of customer interactions, transactions, and follow-up actions for seamless continuity in support services.
- Developed loyal clientele by consistently following up on leads and providing exceptional customer service, ultimately converting leads into sales.
- Improved sales revenue with effective communication of product features, benefits, and promotions.
- Contributed valuable feedback from customers to management regarding product improvements or new offerings worth considering for future development plans.
- Contacted potential customers to capitalize on sales opportunities.
- Maintained customer accounts and relationships.
- Handled returns or exchanges efficiently while preserving customer loyalty through courteous assistance and fair resolution practices.
- Participated in regular training sessions to stay current on industry trends and best practices.
- Navigated complex situations diplomatically by using professional problem-solving techniques tailored to specific customer needs.
- Informed customers of promotions to increase sales productivity and volume.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Built relationships with customers and community to promote long term business growth.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Maintained current knowledge of evolving changes in marketplace.
- Negotiated prices, terms of sales and service agreements.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Presented professional image consistent with company's brand values.
- Contributed to team objectives in fast-paced environment.
- Contributed to event marketing, sales and brand promotion.
- Trained new employees on customer service, money handling and organizing strategies.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
Education
Banks County High School
Homer, GA05.2023
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Prioritization
- De-escalation techniques
- Building rapport
- Technical support
- Quality control
- Live chat support
- Filing
- Dispute resolution
- Customer education
- Product sales
- Product and service solutions
- Multi-line phone talent
- Coordination
- Sales expertise
- Assertiveness
- Order fulfillment
- Store maintenance
- Recordkeeping strengths
- Research
- Account updating
- Account management
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
Metro by T-Mobile
02.2023 - Current
Customer Sales Representative
Metro by T-Mobile
02.2023 - Current
Banks County High School