Polite and professional manager successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Personable customer service professional offering over 20 years of experience resolving account and service concerns for Home Improvement customers. Smoothly uncover and solve challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Personable customer service professional offering over ]20 years of experience resolving account and service concerns for Home Improvement customers. Smoothly uncover and solve challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Personable customer service professional offering over 20 years of experience resolving account and service concerns for Home Improvement customers. Smoothly uncover and solve challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Polite and professional successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Successful agent with over 20 years of experience addressing customer requests and concerns to provide relevant information and options. Upbeat and energetic, with grace in handling difficult situations through resourcefulness and adaptability.
Skills
Service recommendations
Call center operations
Education
Samford UniversityBirmingham, ALExpected in – –:Psychology And Religion - GPA:
Work History
Seasons Hospice & Palliative Care - Call Center Customer Service Representative Dunedin, FL, 05/2008 - Current
Adhered to company policies and scripts to consistently achieve call-time and quality standards
Educated customers how to use company systems, complete forms and obtain desired services
Maintained accurate and current customer account data with manual forms processing and digital information updates
Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores
Contributed to company achieving and holding industry-leading customer service ratings
Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
Conferred with customers about concerns with products or services to resolve problems and drive sales
Answered over 225 calls per 8 hours to meet fast-paced call center demands
Described and explained details about over [Number] [Product or Service] options to inform customers and guide purchasing decisions
Helped [Number] customers every [Timeframe] by approaching conversations with positive attitude and [Action]
Compiled customer feedback and recommended service delivery improvements to management
Initiated termination of customer contract upon request
Here4ULeather - Entrepreneur City, STATE, 02/2001 - 03/2019
Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands
Sourced initial funding to get business up and running while planning initial structure and making strategic first hires
Set company culture, facilitated communication and built cohesion between team members
Devised, deployed and monitored processes to boost long-term business success and increase profit levels [Number]%
Determined areas in need of improvement and devised targeted corrective actions for each concern to maintain optimal business operations
Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives
Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency
Created and updated company digital presence to enhance [Product or Service] marketing through professional website and optimized social media profiles
Offered knowledge to team members and customers to deliver expert advice for [Type] and [Type] needs
Sourced top-quality candidates to fill key roles
Built business to [Number] customers in less than [Timeframe] by implementing effective marketing and customer engagement plans
Generated $[Amount] in seed money through strategic partnership development and investment sourcing
Set organizational mission, business vision and employee expectations for [Type] company
Mapped income generating strategies to grow revenue
Determined business plan, mission statement and vision
Brought in consistent revenue with [Action], promoting business expansion and diversification of offerings
Oversaw and improved [Product or Service] deliveries worth more than $[Amount] per year through efficient coordination of [Action] and [Action]
Generated and developed leads, using [Type] technique, networking and [Type] system to acquire new clients
Managed [Number] team members across [Number] departments, resulting in approximate $[Number] increase in annual revenue
Managed, trained and motivated [Job title]s and [Job title]s to continuously improve knowledge and abilities in [Industry] field
Tracked and analyzed profitability and key metrics of [Type] establishment to improve overall profitability and bring in new clientele
Served instrumental role in organizational transformation and implementation and participated in [Number] successful large-scale corporate restructurings
Developed and rolled out new policies designed to bolster productivity and reduce overall [Type] costs
Increased profits by assessing effectiveness of [Type] and [Type] projects
Cultivated and strengthened lasting client relationships using [Skill] and [Skill]
Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization
Developed and maintained relationships with [Type] customers and suppliers through [Action] and [Action]
Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
Maintained cleanliness and organization of [Type] workspace, working closely with employees to systemize tasks
Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports
Tracked trends and suggested enhancements to both challenge and refine company's product offerings
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
Built loyal account base and long-term business relationships with [Type] accounts
Led company to successful product launch and growth by developing initial product roadmap and go-to-market strategy
Delegated [Type] daily tasks to employees, streamlining daily progress and efficiency
Collaborated with assistant managers to open and close [Type] office, handle large transactions and manage inventory
Trained, coached and mentored staff to ensure smooth adoption of new [Type] program
Led business planning, developed market strategy and established direct procurement of products from [Type] vendors
Enhanced and redefined organizational structure to maintain company's competitive edge across territories
Created, managed and executed business plan and communicated company vision and objectives to motivate teams
Appraised inventory levels every [Timeframe] and ordered new merchandise to keep quantities well-stocked
Scheduled employees for [Timeframe] shifts, taking into account customer traffic and employee strengths
Interacted well with [Job title]s and customers to build connections and nurture relationships
Supervised creation of exciting merchandise displays to catch attention of store customers
Managed all purchasing, sales, marketing and customer account operations to ensure efficiency and performance
Directed HR operations, including strategic workforce planning, goal cascading, performance management, staffing and benefits administration
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
Upheld great standards of leadership for employees, consistently leading by example for best-in-class [Type] work
Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
Promoted positive customer experience through day-to-day supervision and management of [Type] facility
Medlock Painting - Owner and Manager City, STATE, 07/1990 - 01/2000
Managed day-to-day business operations, including accounting, finance, HR, marketing and public relations
Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization
Devised, deployed and monitored processes to boost long-term business success and increase profit levels [Number]%
Established, optimized and enforced business policies to maintain consistency and high-quality standards across [Industry] operations
Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency
Input income and expense details into [Software] to track business finances and address variances
Consulted with customers to assess needs and propose optimal [Product or Service] solutions
Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands
Managed [Number] employees by supervising daily tasks
Remained up-to-date on current [Product] trends and attended over [Number] tradeshows per year to view and purchase [Product] for resale
Applied human resources expertise to optimize hiring, training and performance
International Interchange Corporation - Executive Assistant to the President. City, STATE, 01/1983 - 04/1989
Developed standard operating procedures and document workflows for current and future process steps
Engaged client executives to assess strategic business needs and challenges and translate business strategy into human capital opportunities with business impact
Offered data-driven recommendations aligned with overall company strategies and prioritized process improvement initiatives
Conducted field visits and met corporate customers for business development
Analyzed current business plan, identified inefficiencies in existing processes, and tracked performance following implementation of improvements
Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth
Developed and executed targeted relationship and account development strategy
Developed and executed plans to monitor standard process adherence
Maintained regular contact with clients and identified opportunities to deliver added value to client relationships
Collaborated with [Type] department on operational support tasks to model importance of group goals
Updated quality control standards, methods and procedures to meet compliance requirements
Improved quality processes for increased efficiency and effectiveness
Collected requirements from end-customers and business partners for product upgrades, added features and new product development
Converted community contacts into potential clients through networking, consistency and credibility
Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
Developed and executed go-to-market plans and facilitated internal organizational readiness
Cultivated and nurtured relationships with customers in strategic vertical markets to support ongoing definition of differentiated product value
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