Carmen M Concepcion
Bayamon,United States
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Toshiba Buissness Solutions
Bayamon, PR
09.2001 - 05.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Took special orders in person and over telephone, generating additional revenue every month.
Receptionist
Toshiba Business Solutions
Guaynabo , PR
11.2000 - 08.2001
- Greeted visitors and provided them with assistance.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled appointments for clients, customers, and other visitors.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Performed data entry tasks into various computer systems accurately and promptly.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Responded to inquiries from internal staff members regarding office operations issues such as mail delivery or office equipment maintenance.
- Updated daily log book with information about visitors entering the premises.
- Assisted with special projects assigned by management when required.
- Organized conference room reservations for meetings or events.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Sorted incoming mail and directed to correct personnel each day.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Greeted and directed visitors to appropriate personnel and answered large number of calls and emails daily.
- Performed clerical duties such as filing, photocopying, transcribing, and faxing.
- Handled mail distribution, including sorting and forwarding incoming mail and preparing outgoing mail.
- Answered, screened, and forwarded incoming phone calls while managing multi-line telephone systems.
- Ensured cleanliness and organization of the reception area to maintain a professional atmosphere.
- Provided administrative support to various departments, assisting with document preparation and data entry.
- Managed inventory of office supplies and placed orders to ensure adequate stock levels.
- Greeted and directed visitors to appropriate departments or individuals, ensuring a welcoming environment.
- Utilized office equipment such as printers, copiers, and fax machines, ensuring they were in good working order.
- Greeted customers, answered general questions and directed to appropriate locations.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
Education
High School Diploma -
Miguel De Servantes Savedra High School
Bayamon 05-1977
Some College (No Degree) - Humanities
University of UPR -Bayamon Campus
Bayamon Skills
- Critical thinking
- Credit card payment processing
- Microsoft Excel
- Typing proficiency
- Hospitality and accommodation
- Customer relations
- Receiving support
- Courteous demeanor
- High-energy attitude
- Call center procedures
- Data entry
- Typing 60 wpm
- Multitasking and organization
- Adaptability and flexibility
- Punctuality and reliability
- Office equipment proficiency
- Multi-line phone talent
- Inbound and outbound calling
- Microsoft outlook
- Customer service
- Calm demeanor
Languages
Spanish
First Language
English
Upper Intermediate
B2
Timeline
Customer Service Representative
Toshiba Buissness Solutions
09.2001 - 05.2022
Receptionist
Toshiba Business Solutions
11.2000 - 08.2001
High School Diploma -
Miguel De Servantes Savedra High School
Some College (No Degree) - Humanities
University of UPR -Bayamon Campus