Adalee Resendiz
Athens,TX
Summary
Service-oriented Customer Support Representative with 4+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
5
5
years of professional experience
Work History
Customer Support Representative
Maximus
12.2021 - Current
- Provided primary customer support to 175+ internal and external clients.
- Resolved concerns with state benefits to help with customer satisfaction increasing it by 20%.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Reduced response times with thorough monitoring of incoming inquiries and prioritizing urgent cases.
Customer Service Chat Representative
Amazon
01.2020 - 12.2021
- Managed 10+ chat windows simultaneously while ensuring each interaction received personalized attention.
- Resolved customer complaints effectively, resulting in increased customer loyalty and retention by 20%.
- Refer unresolved customer grievances to designated departments for further investigation.
- Upheld metrics at 98% when handling sensitive personal information from customers during chats.
Education
High School Diploma -
Athens High School
Athens, TXSkills
- Organized and Detail Oriented
- Time Management
- Active Listening
- Customer Resolution
- Critical and Analytical Thinking
- Excellent Written and Verbal Communication
- Typing Proficiency
- Advanced Computer Knowledge
- Complex Problem-Solving
- CRM Software
- Microsoft Word, Excel, Salesforce
- Data Entry
Timeline
Customer Support Representative
Maximus
12.2021 - Current
Customer Service Chat Representative
Amazon
01.2020 - 12.2021
High School Diploma -
Athens High School