Norman Basel
Customer Service Representative
Guadalajara
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
2
2
years of professional experience
2
2
years of post-secondary education
Work History
Creative Copywriter
La Covacha Gabinete Audiovisual
Guadalajara
07.2021 - 06.2022
- Wrote advertising copy for online content, adhering to employers' overarching brand identity and personality.
- Edited content produced by senior executives, modifying text to conform to company-wide branding standards and publication guidelines.
- Provided editorial guidance to facilitate delivery of top-quality content.
- Sourced third-party content and contributions to incorporate diverse writing styles.
Customer Service Subject Matter Expert
Helpware
Guadalajara
11.2019 - 04.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services and company information.
- Processed customer adjustments to maintain financial accounts.
- Collected and analyzed customer information to prepare product or service reports.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Recommended products to customers, thoroughly explaining details.
- Provided ongoing guest service.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Cross-trained and backed up other customer service managers.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Effective liaison between customers and internal departments.
- Educated customers about billing, payment processing and support policies and procedures.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Education
Associate of Arts - Visual Media
CAAV(Centro De Arte Audiovisual)
Guadalajara, Jalisco, México 09.1995 - 07.1997
Skills
Team contribution
undefinedAccomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Timeline
Creative Copywriter
La Covacha Gabinete Audiovisual
07.2021 - 06.2022
Customer Service Subject Matter Expert
Helpware
11.2019 - 04.2021
Associate of Arts - Visual Media
CAAV(Centro De Arte Audiovisual)
09.1995 - 07.1997
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