Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Paul Monteverde

Las Vegas,NV

Summary

Knowledgeable and dedicated customer service professional with extensive experience in high call volume call centers. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Guest Service Representative

Sonic Automotive
08.2023 - 04.2024
  • Enhanced customer satisfaction with timely and accurate appointment confirmations and reminders.
  • Maintained a comprehensive understanding of company policies and procedures in order to effectively communicate them to clients during the scheduling process.
  • Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
  • Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
  • Answered phone calls and answered questions from potential customers.
  • Handled complaints and questions, and re-directed calls to other team members.

Customer Service Representative

Sutherland Global
02.2023 - 08.2023
  • 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.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Seasonal Event Staff Member-Retail Associate

Enchant Christmas
11.2022 - 01.2023
  • Greeted customers and helped with product questions, selections and purchases.
  • Helped customers complete purchases, and locate items.
  • Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
  • Set up event facilities and equipment, cleaned areas and organized supplies.
  • Completed physical inventory counts.
  • Performed data entry and completed proper paperwork.

Member Service Representative Banking Specialist

Sitel
05.2021 - 11.2022
  • Investigated and resolved account issues by offering applicable options to customers.
  • Presented products and services to customers using in-depth knowledge to answer questions.
  • Maintained friendly and professional customer interactions.
  • Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.

Call Center Customer Service Representative

CLEAResult
07.2017 - 11.2020
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Educated customers on current promotions, upgrades or new offerings available under current plan.
  • Scheduled and confirmed appointments and meetings for Energy Auditors.

Exhibitor Services Representative

State Of Arizona ( State Fair )
10.2011 - 11.2019
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Education

GED -

Clark County School
Las Vegas, NV

Skills

  • Calm and Professional Under Pressure
  • Upbeat and Positive Personality
  • High-Volume Environments
  • Good Listening Skills
  • Call Controlling
  • Building Customer Trust and Loyalty

Certification

BPI Building Science Principles Certificate of Knowledge

Timeline

Guest Service Representative

Sonic Automotive
08.2023 - 04.2024

Customer Service Representative

Sutherland Global
02.2023 - 08.2023

Seasonal Event Staff Member-Retail Associate

Enchant Christmas
11.2022 - 01.2023

Member Service Representative Banking Specialist

Sitel
05.2021 - 11.2022

Call Center Customer Service Representative

CLEAResult
07.2017 - 11.2020

Exhibitor Services Representative

State Of Arizona ( State Fair )
10.2011 - 11.2019

GED -

Clark County School

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Paul Monteverde