Have worked with many different systems and am a quick learner
Yolanda Mendez Leaea
Carson,CA
Summary
Dynamic Customer Service Representative with a proven track record at Quality Trading Inc, excelling in customer relations and active listening. Enhanced customer loyalty through effective problem resolution and upselling, contributing to sales growth. Skilled in training new hires and maintaining detailed records, ensuring exceptional service delivery and satisfaction.
Overview
8
8
years of professional experience
2
2
Certification
Work History
Customer Service Representative
Quality Trading Inc
05.2004 - 08.2008
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Harbor Occupational Center
San Pedro, CAComputer Repair Certification -
CEI
Carson, CA12.1999
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Call center operations
- Professional telephone demeanor
- Follow-up skills
- Product knowledge
- Paperwork processing
- Order processing
- Data collection
- Staff training
- Technical support
- Multi-line phone talent
- Product sales
- Recordkeeping strengths
- Account updating
Certification
A+ Certification
Hubble certification
Additional Information
Also worked in call center for 5 years for Microdyne Outsourcing Inc. Doing technical support for Linksys products, New Internet Computer's, Leapfrog Interactive Toy's & Epson printers.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Part TimeWork Location
RemoteImportant To Me
Flexible work hoursWork from home optionCareer advancementWork-life balanceSoftware
Timeline
Customer Service Representative
Quality Trading Inc
05.2004 - 08.2008
Harbor Occupational Center
Computer Repair Certification -
CEI
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