Dedicated customer service representative talented at processing high volumes of error-free transactions and meeting departmental goals. Offers 10 years of experience in customer service, retention and problem resolution. Smoothly manages conversational flow and diffuses difficult customer situations. Personable and dedicated Customer Service Representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Skills
Report generation
Report creation
Adaptive team player
Call Center Operations
Microsoft Office expertise
Courteous demeanor
Clerical support
High-energy attitude
Problem-solving abilities
Experience
CSR III, 04/2021 - Current Bridgestone Corporation – Batesville, SC,
Answered inbound customer calls and responded to inquiries.
Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
Listened to client concerns and asked questions to better understand needs.
Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
Answered incoming calls and offered highest level of professionalism and knowledgeable service to every customer.
Documented customer information and activity in customer database.
Documented conversations with customers to track requests, problems and solutions.
Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up.
Call Center Customer Service Representative, 04/2016 - 02/2019 The Kemtah Group – Carrollton, TX,
Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Managed high-volume of inbound and outbound customer calls.
Explained key information regarding products and services to customers to encourage informed decision-making.
Documented conversations with customers to track requests, problems and solutions.
Reviewed files, records and other obtained documents to respond to customer requests.
Assessed customer account information to determine current issues and potential solutions.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Documented customer inquiries and feedback, including service delivery suggestions in company database.
Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Taught agents successful strategies for positively influencing customer experiences, maintaining control of call flow and de-escalating conflicts.
Office Manager, 04/2014 - 02/2016 Wayne Savings – Rittman, OH,
Communicated duties, compensation, benefits and working conditions to all potential candidates, enabling better understanding of job expectations.
Brought in well-qualified, multifaced job candidates to fill open positions.
Reviewed referral candidates and contacted qualified individuals to request applications.
Planned and executed recruitment events to bring in area candidates.
Trained and mentored newer recruiters in successful strategies for areas such as interviewing and qualifying candidates.
Increased recruiting network by leveraging industry contacts and internet mining resources, including CareerBuilder, Indeed and LinkedIn.
Organized applicant drug tests and obtained results.
Created and maintained strong alliances with local colleges and trade schools to establish trusted relationship and continuous funnel of applicants.
Managed bookkeeping and accounting systems and completed data entry with accuracy and efficiency.
Reconciled monthly statements and transactions to keep records accurate and current.
Assisted with month-end and year-end closings to support accounting system accuracy.
Problem-solved accounts payable questions on behalf of internal team members, management and vendors.
Performed day-to-day financial transactions, including verifying, classifying, computing, posting and recording accounts payable data and reconciled daily totals to confirm proper accounting.
Carefully went over each invoice and requisition for payment.
Onboarded new employees in time reporting and payroll systems.
Processed rehires, transfers, terminations, garnishments and withholdings.
Corrected payroll transactions by voiding checks and issuing stop payment orders.
Managed payroll and time and attendance systems.
Contacted all job applicants to inform of application status.
Enforced established payroll-related policies, procedures and regulations and adherence to company and governmental policies.
Education and Training
GED: , Expected in 04/2001 - Marcus High - Flower Mound, GPA:
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