YLCANIA VARGAS
SUNRISE,FL
Summary
Skilled in handling high-volume customer interactions with a focus on resolving complex issues. Expertise in customer service principles enhances customer satisfaction and loyalty. Eager to learn and tackle new challenges. Capable of both teamwork and independent work.
Overview
10
10
years of professional experience
Work History
Sr. Customer Service Representative
VSA, Inc.
09.2013 - 11.2023
- I have written and communication skills to be able to converse effectively and naturally with our Card Members to deepen client relationships and drive satisfaction
- Provide extraordinary service on a high volume of inbound calls in a fast-paced, structured, customer care environment.
- Handled difficult situations with tact, diplomacy, and professionalism
- Assisted customers by answering questions, addressing concerns and providing current account information
- Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure
- Add value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyalty.
- Meet and exceed performance goals that include, but are not limited to: sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics
- Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information
- Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution
- Meet and exceed performance goals that include, but are not limited to: sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
Skills
- Customer service expertise
- Effective communication
- Time management
- Bilingual proficiency - English/Spanish
Timeline
Sr. Customer Service Representative
VSA, Inc.
09.2013 - 11.2023
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