Zully Reyes
Irving,TX
Summary
Motivated, Energetic and Dedicated Customer Service Representative with over 10 years of retail and contact centers with experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets and team goals. Solid history of surpassing productivity and quality with ability to understand client needs.
Recognized for creativity, resourcefulness and to contribute to team success through hard work and care in any job I do.
Overview
7
7
years of professional experience
Work History
Contact Center Agent Tier 3/Dispute
Co-op Solutions
Fort Worth, TX
03.2020 - Current
- Answer Inbound calls of members from different Credit Unions across USA, every day with positive attitude and focus on customer satisfaction, providing the best care possible with all resources provided by my company CO-OP Solutions.
- Delivered exceptional customer service, creating, welcoming, positive experiences to every customer by leveraging extensive knowledge of services we do for them; as a Tier 3 I assist with online banking, Springboard, Disputes in ICO and Connex, MS, CCC and more.
- Adhered to company policies and scripts to consistently achieve call-time and quality.
Customer Service Tier 2
Spectrum
Irving, TX
09.2018 - 03.2019
- Answered customer phone calls receiving services of phone ,internet and cable from Spectrum, explained services, listen to their inquiries and took action to provide customers with overall satisfaction
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Customer Service Specialist
Cmi Group For Spectrum
Dallas, TX
01.2017 - 08.2018
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions, advised customers that their bill was past due and that their services were on pendent service interruption.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction and decreased canceling services.
- Offered advice and assistance to customers, paying attention to special needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Assisted customers with needs such as opening accounts with Spectrum, updating account details and signing up for new services.
Web Sales Manager
Nisha Designs- World Trade Center
Dallas , TX
02.2014 - 12.2016
- Responded to internet inquiries and phone calls in timely matter, provided superior and individualized customer service in person at the jewerly store as well.
- Exceeded targets by building, directing and motivating high-performing sales team.
- Updated company website with deals and product packages. Met with customers throughout jewelry making processes to define needs and expectations, discuss budgets, showcase designs and assess satisfaction. Monitored social media and online sources for industry trends. Implemented up-selling strategies, encompassing recommendation of jewelry sets and complementary purchases.
Education
Bachelor Of Applied Arts And Science - Psychology
North Lake College
Irving, TXCertified Nurse Assitant - Nursing
CTK Healthcare & Career Institute
Irving, TX 06.2005
High School Diploma -
Lake Ray Hubbard Christian Acade My
Hubbard, TX05.2002
Skills
- Customer Service and Assistance Pro
- Strong Sense of Credit Union's Ethics
- Fraud Detection, Disputes specialist with courteous & strong service mindset
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Verbal and Written Communication
- Process Monotoring & Mathematical accuracy
- Balance Transfers
- Strong Analytical and Problem-Solving Skills
- Discrepancy Resolution
- Customer Transactions
- Spanish Speaking
- Rapid 10-Key Data Entry
- Verbal and Written Communication
- Microsoft Excel, Microsoft Access,Microsoft Office, MS word, Powerpoint, Photoshop, Web designer skills
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Japanese
Elementary
Italian
Limited Working
Inspiring Quotes
"No one cares how much you know, until they know how much you care about people"
"Treat others the same way you want to be treated"
“In the middle of every difficulty lies opportunity.” – Albert Einstein
Timeline
Contact Center Agent Tier 3/Dispute
Co-op Solutions
03.2020 - Current
Customer Service Tier 2
Spectrum
09.2018 - 03.2019
Customer Service Specialist
Cmi Group For Spectrum
01.2017 - 08.2018
Web Sales Manager
Nisha Designs- World Trade Center
02.2014 - 12.2016
Bachelor Of Applied Arts And Science - Psychology
North Lake College
Certified Nurse Assitant - Nursing
CTK Healthcare & Career Institute
High School Diploma -
Lake Ray Hubbard Christian Acade My
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