March 1998 to May 2013: Accredited Financial Counselor, Garden State Consumer Credit Counseling/Novadebt, Freehold, New Jersey. Skilled Credit Counselor, committed to addressing customer concerns with speed, accuracy and professionalism. Resourceful customer service who consistently meets and exceeds productivity goals. Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction. Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Seasoned Customer Service Manager who has directed call centers consisting of [
Customer service management expertise
Managed call flow with up to [
Collected customer feedback and made process changes to exceed customer satisfaction goals.Made reasonable procedure exceptions to accommodate unusual customer requests.Provided accurate and appropriate information in response to customer inquiries.Demonstrated mastery of customer service call script within specified timeframes.Addressed customer service inquiries in a timely and accurate fashion.Maintained up-to-date records at all times.Developed effective relationships with all call center departments through clear communication.Ran reports and supplied data to fulfill customer report requirements.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.Built customer loyalty by placing follow-up calls for customers who reported product issues.Formulated and enforced Service Center policies, procedures and quality assurance measures.Achieved customer satisfaction rating of [
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