JEROEN COPPENS
Miami,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in call center industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Dedicated agent talented at processing high volumes of error-free transactions and meeting departmental goals. Offers 10 years of experience in customer service, retention and problem resolution. Smoothly manages conversational flow and diffuses difficult customer situations. Energetic and reliable agent well-trained in overseeing CRM for high-end merchandise environments. Proven performer leverages superior communication and relationship-building strengths. Detailed focus to increase and retain long-term customers.
Overview
9
9
years of professional experience
Work History
Bilingual Customer Service Representative
Liveops
Tampa, FL
11.2021 - 07.2023
- Responded to customer inquiries in both English and Spanish languages, providing accurate information about products and services.
- Assisted customers with product selection and answered questions regarding features, benefits, and pricing of products or services.
- Maintained an up-to-date knowledge of company's products and services to ensure accuracy when responding to customer inquiries.
- Resolved customer complaints in a professional manner while adhering to corporate policies and procedures.
- Utilized multiple computer systems to access customer accounts, process payments, update account status.
- Created detailed reports on customer interactions including complaint resolution summaries.
- Communicated effectively with other departments throughout the organization to ensure seamless service delivery.
- Informed customers about promotional offers or discounts that may be available based on their purchase history.
Customer Service Representative
ERC International
Cutler Bay, FL
02.2017 - 11.2021
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Made outbound calls to obtain account information.
- Answered 40+ inbound calls per day and directed to individuals or departments.
Direct Sales Agent
Verizon Authorized Retailer - Cellular Sales
North Charleston, SC
05.2014 - 01.2017
- Discussed service levels with customers and potential upgrades.
- Demonstrated product features to align with customer needs.
- Wrote sales proposals, set up contracts and finalized deals.
- Trained staff on strategies for regularly surpassing sales goals.
- Attracted clients, negotiated contracts and closed deals through sales strategies and personable demeanor.
Education
GED -
School For Advanced Studies Homestead
Homestead, FL03.2003
Skills
- Report Creation
- Report Generation
- Credit Card Payment Processing
- Customer Retention Strategies
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Courteous with Strong Service Mindset
- Understanding Customer Needs
- Upselling Products and Services
- Order and Refund Processing
- Call Documentation
Timeline
Bilingual Customer Service Representative
Liveops
11.2021 - 07.2023
Customer Service Representative
ERC International
02.2017 - 11.2021
Direct Sales Agent
Verizon Authorized Retailer - Cellular Sales
05.2014 - 01.2017
GED -
School For Advanced Studies Homestead