Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Hired into Whirlpool 2014
Promoted to mentor
Walked the floor assisting other agents
Promoted to Senior team
Took escalated supervisor calls and deescalated them 2006-2013
Worked on website team correspondence
Imported customer data into system
Made reasonable procedure exceptions to accommodate unusual customer requests.Provided accurate and appropriate information in response to customer inquiries.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.Built customer loyalty by placing follow-up calls for customers who reported product issues.Properly directed inbound calls in phone queues to improve call flow. Mentored new hire customer service representatives to increase service center profitability.
Responsible for increasing member satisfaction, retention and growth by efficiently delivering competitive services to members and providers through a fully-integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and process. Handle customer service inquires and problems via telephone, internet and written correspondence. Calls are typically non-routine and some required deviation from standard screens, scripts and procedures. Act as a subject matter expert by providing training, coaching, or responding to complex issues. Answer questions and resolve issues as “single point of contact” based on phone calls, letters and internet from members. Activities include providing claim status information, benefit coverage interpretations, and explaining plan eligibility. Escalate issues as appropriate through the target systems for grievances and appeals. Initiate outreach/ welcome calls to ensure constituent's expectations are met and/ or exceeded. Perform thorough in-depth analysis, identifying complaint trends and any emerging customer service issues, and work to develop solutions to address potential problems. Educate customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company (i.e., assistance with Aetna navigator). Partner with other departments to deliver client specific presentations. Coordinate efforts both internally and across departments to successfully resolve service issues and develop process improvements intended to enhance the overall delivery of service. Serve as an SME providing technical assistance when needed on call related issues, products, and/or lead special projects/initiatives addressing service issues. Deliver internal quality reviews. Provide appropriate support in third party audits when required. Document and track all contacts, events, and outcomes with clients using appropriate systems and processes. Demonstrate behaviors outlined in the Senior Customer Service Rep Competencies.
Managed team of 12 of professionals. Improved service quality and increased sales by developing a strong knowledge of company's products and services.Interviewed, hired and trained new quality hairstylists. Provided detailed monthly departmental reports and updates to senior management.Addressed negative customer feedback immediately.Provided a high level of product and leadership support to representatives and clients.Effectively communicated with team members to maintain clearly defined expectations. Effectively managed departmental expenses to stay within allocated budget. Resolved customer questions, issues and complaints.Promoted and sold salon services and products. Educated guests on proper hair care. Operated cash register to receive payments from customers. Conducted weekly salon inventory. Briefed employees about the salon's success and announced monthly sales goals. Created repeat business by developing long-term relationships with regular customers. Mentored new staff to enhance salon development and increase productivity. Supervised front end of the store and coordinated employee schedules. Sanitized workstations and salon equipment for safety purposes.Completed manual and computerized scheduling, bookkeeping and inventory management procedures. Completed continuing education and training to stay up to date with new trends and techniques.Designed traditional and contemporary hair styles for men and women. Supervised staff work performance in owner's absence.
Coursework in Communications and Psychology
Hair treatment training, Sanitation training, Nail Technology, Facials Haircutting and Chemical Services training
Haircutting and Chemical Services training
Windows XP, Windows 7, Windows 8, Microsoft, Kronos, Rumbas, Seible, eCRM
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