Alicia Madourie

2

Customer Service Representative

247 Intouch

Jan 2023 - Current (3 years 5 months)

Respond to customer inquiries in a timely and professional manner, providing accurate information and resolving issues to ensure customer satisfaction. Demonstrate empathy and active listening skills, understanding customer needs and addressing concerns effectively. Assist customers with product or service inquiries, order placement, tracking, and returns, ensuring a positive customer experience. Utilize CRM systems to log customer interactions, update customer information and track case resolution progress.

Customer Service/Sales Representative

National Pen

Mar 2021 - Jun 2022 (1 year 4 months)

Responded to customer inquiries regarding products and services, providing accurate and helpful information. Made outbound calls to new/existing customers to create relationships, understand their business needs and guide them into choosing what's best for them. Utilized effective sales techniques to upsell and cross-sell products, meeting or exceeding monthly sales targets. Handled customer complaints and concerns in a professional and timely manner, ensuring customer satisfaction. Documented and updated customer interactions in the CRM system, maintaining accurate records. Leveraged Microsoft 365 for seamless internal team communication, facilitating faster and more informed customer assistance. Utilized Google Workspace for efficiently j

Customer Service Representative

Concentrix

Aug 2018 - Sep 2019 (1 year 2 months)

Assisted customers with inquiries, product information, and issue resolution via various platforms. Provided accurate and timely responses to customer inquiries, maintaining a high level of customer satisfaction. Resolved customer complaints and concerns in a professional and empathetic manner. Educated customers about products, services, and promotional offerings. Documented customer interactions and details of inquiries in the CRM system.

C

Reservation/Customer Service Representative

Conduent - Delta Airlines

Feb 2018 - Jul 2018 (6 months)

Processed and managed reservations for customers, ensuring accuracy and compliance with company policies. Provided courteous and efficient customer service by addressing inquiries, resolving issues, and offering assistance with reservations. Utilized reservation system software to access information on flight schedules, availability, and pricing. Collaborated with cross-functional teams, including sales and operations, to meet customer needs and ensure a seamless booking experience.

Customer Service Representative

Advanced Call Center Technologies

Sep 2016 - Dec 2017 (1 year 4 months)

Handled a high volume of incoming calls, consistently meeting or exceeding performance targets. Resolved customer issues, complaints, and inquiries in a timely and efficient manner. Maintained accurate and detailed records of customer interactions and transactions. Collaborated with team members and other departments to resolve complex customer issues. • Utilized candidate relationship management (CRM) principles and various CRM tools to effectively manage interactions and ensure comprehensive record-keeping throughout several years of employment.

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