Summary
Overview
Work History
Skills
Personal interests.
Timeline
Generic
Sumi Perkovich

Sumi Perkovich

Escondido,CA

Summary

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices.

Overview

22
22
years of professional experience

Work History

Customer Service Representative

AT&T
San Diego, CA
01.2001 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Updated account information to maintain customer records.
  • Recommended products to customers, thoroughly explaining details.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Processed customer adjustments to maintain financial accounts.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Responded to customer requests for products, services and company information.
  • Recorded account information to open new customer accounts.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Collected and analyzed customer information to prepare product or service reports.
  • Promoted available products and services to customers during service, account management and order calls.
  • Developed and updated databases to handle customer data.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Delivered prompt service to prioritize customer needs.
  • Promptly responded to inquiries and requests from prospective customers.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Recorded actions taken, issues resolved and customer information to effectively manage customer accounts.

Cashier and Store Safety Liason

Albertsons Market
San Diego, CA
01.1998 - 2000
  • Monitored areas for security issues and safety hazards.
  • Answered questions about store policies and addressed customer concerns.
  • Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales.
  • Restocked and organized merchandise in front lanes.
  • Collected and authorized payments of guests.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Processed customer refunds and exchanges according to established guidelines.
  • Tallied cash drawer at beginning and end of each work shift.
  • Greeted customers entering store and responded promptly to customer needs.

Skills

  • Courteous with Strong Service Mindset
  • Order and Refund Processing
  • Building Customer Trust and Loyalty
  • Upbeat and Positive Personality
  • Efficient and Detail-Oriented
  • Calm and Professional Under Pressure
  • Responding to Difficult Customers
  • Patient and Empathetic
  • Computer Proficiency
  • Billing Adjustments and Refunds

Personal interests.

San Diego has so many trails to explore! I have my local favorites (Lake Hodges and Blue Sky Preserve) but I love to branch out and hit new trails too. I also love to cook and take cooking courses. I've taken cooking classes in China, France, Italy, Mexico and in the US of course. Reading cook books is a favorite past time, I feel sharing a meal with loved ones is comforting and an expression of love. Researching new places to visit, learning about the history of the areas I plan to travel to and figuring out the logistics of navigating unfamiliar areas, means of transportation and ways to communicate during travel are also invigorating and inspiring. I feel travel broadens our understanding of our place in this world and can help close the divisions of the borders that separate us. Reading memoirs is especially interesting to me. I learn from other's experiences, visit locations vicariously and see things from a new prospective. Snail mail has been a passion of mine for decades. I'm known for my care packages and I manage my own online shop of items to share and enhance being a Penpal.

Timeline

Customer Service Representative

AT&T
01.2001 - Current

Cashier and Store Safety Liason

Albertsons Market
01.1998 - 2000

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Sumi Perkovich