Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Desiree Encinas

Tucson

Summary

Customer Service Representative specializing in issue resolution and communication improvement. Successfully managed high call volumes while achieving outstanding customer satisfaction ratings. Led mentoring initiatives for new team members and generated daily performance reports. Consistently maintained exemplary performance metrics across all service interactions.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Citi
Tucson
08.2022 - Current
  • Provided accurate information about products and services to customers.
  • Resolved customer complaints promptly and efficiently.
  • Provided excellent customer service to resolve customer concerns in a timely manner.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Engaged in conversation with customers to understand needs, resolve issues and answer any account questions.

Call Center Customer Service Representative

Alorica
Tucson
01.2020 - 08.2022
  • Enter customer interaction details on each call to track requests and to document solutions offered
  • Answer large call volume daily with positive attitude and focus on customer satisfaction
  • Adhere to company policies and scripts to consistently achieve call-time and quality standards

Customer Service Agent

Afni Call Center
Tucson
06.2019 - 01.2020
  • Responded to customer calls to answer questions about products and services
  • Met customer call guidelines for service levels, handle time and productivity
  • Applied strong communication skills for clear resolutions and customer satisfaction

Education

High School Diploma -

Anaheim High School
Anaheim, CA
05.2016

Skills

  • Call management
  • Payment processing
  • Customer service
  • Active listening
  • Attention to detail
  • Team collaboration
  • Time management
  • Billing procedures
  • Communication skills
  • Problem-solving
  • Adaptive team player
  • Mentoring
  • Account updating
  • Customer satisfaction measurement

Accomplishments

  • Leadership role within my team. Took on more goals and roles to help my team. (updating daily stats, sending out team reports )
  • Volunteered multiple times for a mentoring role for new hire classes.
  • I accomplished a end of the year exemplary scorecard which is the highest score given from the company for metrics met.

Languages

English
Native/ Bilingual

Timeline

Customer Service Representative

Citi
08.2022 - Current

Call Center Customer Service Representative

Alorica
01.2020 - 08.2022

Customer Service Agent

Afni Call Center
06.2019 - 01.2020

High School Diploma -

Anaheim High School

Similar Profiles

CREATE PROFILE
Desiree Encinas