Professional Summary
Overview
Work History
Education
Skills
Languages
Timeline

Roxana Medina

Safgard
Greensboro
1
Language
13
years of professional experience

Results-driven Customer Service Representative with expertise in complaint handling, customer satisfaction measurement, and data entry. Committed to enhancing service delivery and improving customer retention.

Work History

Customer Service Representative

7 Years 6 Months
Safgard | 02.2019 - Current
  • Managed high-volume calls, maintaining composure during peak times while ensuring quality service.
  • Resolved customer inquiries efficiently, improving overall satisfaction and retention rates.
  • Trained new representatives on systems and best practices, enhancing team productivity and performance.
  • Implemented feedback mechanisms to gather customer insights, driving continuous improvement in service delivery.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Addressed customer account discrepancies and concerns.

Customer Service Representative

6 Years
Alorica | 02.2013 - 02.2019
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Demonstrated proficiency in using CRM software to track customer interactions and issues.
  • Collaborated with team members to enhance customer service processes and improve response times.
  • Monitored key performance indicators to ensure adherence to quality standards and service levels.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Education

High School Diploma

Bladensburg | Bladensburg, MD

Skills

Customer service
Call center experience
Complaint handling
Customer relations
Client engagement
Order processing
Data entry
Complaint resolution
Microsoft outlook
Customer satisfaction metrics
Active listening
Critical thinking
Product knowledge

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Representative

Safgard
02.2019 - CurrentRead More

Customer Service Representative

Alorica
02.2013 - 02.2019Read More

Bladensburg

High School Diploma
Read More
Roxana Medina