Service Representative Customer

Customer Service Representative bringing extensive skills in oral and

written communication, active listening and analytical problem- solving skills. Enhances customer experiences by employing service- oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

PROFESSIONAL SUMMARY

Teleperformance - Customer Service Representative

Remote • 07/2023 - Current

Planet Fitness - Member Service Representative

Crosby, TX • 12/2022 - 07/2023

WORK HISTORY

Assist with a high volume of calls, live chat and email from paid subscription customers.

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• Evaluate and troubleshoot customer concerns.

Identify technical issues, deploy solutions with efficient, clear, courteous, and accurate communication.

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Sell smart home/ premier protection and support and other products on every call.

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Recorded and maintained relevant notes for each client and work order.

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Translated complex technical issues into digestible language for non-technical users.

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Used ticketing systems to manage and process support actions and requests.

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Explain device capabilities, wireless carrier data product offerings and company policies.

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Utilize call center technology to troubleshoot, input, track and report customer issues.

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When needed, escalate calls to the appropriate tier of customer service function.

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• Resolved 50+ technical support inquiries per day Resolved escalated issues by serving as subject matter expert on wide-ranging issues.

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Determined hardware and network system issues using proactive troubleshooting techniques.

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Operated multi-line telephone system to answer and direct high volume of calls.

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Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.

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• Checked members into gym by scanning badges.

SKILLS

• Microsoft (Word, Excel, PowerPoint)

• Typing 55 WPM

• CRM/ Zendesk/ Salesforce

• Multi-line phone/ chat

• Complaint resolution

• Data Entry

• Product Knowledge

• Account Management

• Technical Support

• Building rapport

• Software diagnosis

• TCP/IP/ Mac systems

Cal Farleys

Boys Ranch, TX

High School Diploma

EDUCATION

LAMONTEE CRUMBLEY E: ******************@*****.***

P: 281-***-****

A: Crosby, TX 77532

Sleep Inn & Suites - Front Desk Clerk

Crosby, TX • 11/2021 - 12/2022

Drove revenue by communicating and demonstrating benefits of products and special promotions to customers.

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Maintained close contact with customers to provide updates on issues or service requests.

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Updated social media accounts with new posts to engage current and prospective members.

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Recorded equipment, facility and janitorial issues to facilitate maintenance.

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Monitored check-ins to identify delinquent accounts and collect payments.

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Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.

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Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.

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• Collected room deposits, fees, and payments.

Used internal software to process reservations, check-ins and check-outs.

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Answered multi-line phone system and transferred callers to appropriate department or staff member.

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Maintained transaction security by verifying payment cards against identification.

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Introduced customers to resort amenities with pleasant and helpful demeanor.

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Entered and updated sensitive customer information during check-ins and room changes.

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