Driven and personable Customer Service Specialist with over 12 years of experience interacting with clients to ensure customer satisfaction. Dedicated and outside-the-box strategic thinker with expertise in customer relationship management, conflict resolution, time management, document control, and leadership. Dependable and courteous self-starter and team player that is always wanting to not only grow with the company, but also help the company grow.
Skills
Meticulous attention to detail
Superior computer skills
Project management
Deadline-oriented
Quality assurance controls
Call center experience
Skilled at multi-tasking
Ability to prioritize
Detail-oriented
Data entry
Invoicing and billing
Persuasive
Expertise in sales
Focused on customer satisfaction
Conflict resolution techniques
Quality assurance
Resourceful
Ability to type 40 WPM
Excellent communication skills
Strong problem solver
Microsoft Office expertise
Active listening
Employee coaching
Inbound and outbound calling
Direct sales
Customer relations
Experience
Customer Experience Representative, 03/2020 to Current Enterprise Rent-A-Car – American Fork, UT,
Mentored new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
Enhanced customer satisfaction ratings by managing all client inquires through resolution.
Delivered exceptional customer service to resolve issues and maximize customer experience.
Accepted and processed payments, explained charges on customer bills and resolved complex billing issues.
Supported customers with product implementation and usage and answered questions quickly and thoroughly.
Worked with dispatch and operations in maintaining consistent customer satisfaction with quality products and services.
Documented conversations with customers to track requests, problems and solutions.
Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Evaluated customer account information to assess current issues and determine potential solutions.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Improved service quality and increased sales by developing strong knowledge of company's products and services.
Mentored junior team members and managed employee relationships.
Consulted with customers to determine best methods to resolve service and billing issues.
Escalated customer concerns, issues and inventory requirements to leads and supervisors.
Informeded customers about billing procedures, processed payments and provided payment option setup assistance.
Assisted employees, through side by sides and the OJT chats to drive productivity, knowledge, assistance and efficiency.
Assisted employees with knowledge of company policies, answered coworkers' questions and mentored new personnel.
Developed open and professional relationships with team members, enabling more effective issue resolution.
Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth.
Helped leads with escalation calls.
Assisted peers with accounts and questions about accounts to help our customers.
Customer Service Manager, 11/2017 to 02/2018 Performance Team – Carson, CA,
Provided high level of product and leadership support to representatives and clients.
Interviewed, hired and trained new quality-focused customer service representatives.
Supervised processing, accounting entries, daily receipts and payments in accordance with all company protocols.
Created order management system for sales and customer service personnel to improve client experience and sales efficiencies.
Developed open and professional relationships with team members, enabling better, more effective customer service.
Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
Developed, implemented and monitored programs to maximize customer satisfaction.
Addressed negative customer feedback immediately.
Provided detailed monthly departmental reports and updates to senior management.
Maintained customer loyalty by providing fast, friendly and knowledgeable service for routine questions and complaints.
Exceeded specific team goals and resolved issues by partnering with staff members to share and implement customer service initiatives.
Escalated customer satisfaction ratings by offering valuable insights to customers needs and expectations.
Answered customer requests with friendly, knowledgeable service and support.
Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
Customer Service Manager and Office Manager, 04/2015 to 11/2017 IPM Group – City, STATE,
Assessed departmental operations to determine areas for customer service improvement and support.
Oversaw addressing of customer requests for friendly, knowledgeable service and support.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.
Interviewed, hired and trained new quality-focused customer service representatives.
Developed new sales scripts and strategies to expand profit opportunities.
Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
Created training manuals targeted at resolving simple and difficult customer issues.
Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
Created order management system for sales and customer service personnel to improve client experience and sales efficiencies.
Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
Exceeded team goals by implementing knowledge transfer processes to share best practices and improve sales initiatives.
Initiated development and implementation of customer service management training process.
Helped customers work within established systems to achieve desired results and maintain company loyalty.
Evaluated quality of representatives' phone calls and provided feedback to management.
Evaluated customer account information to assess current issues and determine potential solutions.
Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
Supported organizational change in processes from paper billing to electronic invoicing systems to boost efficiency.
Trained new employees on company policies, procedures, sales techniques, saves techniques and customer service standards.
Distributed company correspondence, including memos and updates to reinforce and apprise departments and divisions of corporate objectives and developments.
Increased office organization by developing filing system and customer database protocols.
Supported office needs including taking messages, scanning documents and routing business correspondence.
Developed long-term budgets covering office supplies and equipment maintenance to meet organizational demand.
Discussed performance-based objectives with department managers to determine contributory value of office programs.
Supervised office with 40 employees, consistently cultivating productive and positive work atmosphere.
Completed quarterly employee performance evaluations to identify deficiencies and recommend improvement strategies.
Recruited, trained and developed dynamic administrative team, supporting all corporate growth and productivity objectives.
Monitored office inventory to maintain adequate supply levels and order products.
Communicated with patients to resolve inquiries, schedule appointments and address billing questions.
Automated office operations to manage client correspondence, record tracking and data communications.
Managed inventory and purchase of supplies for office operations and database maintenance.
Maintained office supplies inventory by checking stock and ordering new supplies as needed.
Oversaw day-to-day office operations, including receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
Streamlined back office services for clients to promote proper functionality and positive user experience.
Elevated customer satisfaction ratings by resolving client and case issues efficiently.
Oversaw digital patient charting, including data entry and administrative duties regarding insurance, billing and accounts receivable.
Updated employee paperwork and records.
Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
Developed open and professional relationships with team members, enabling better, more effective customer service.
Automated contact management system to maintain efficient client organization.
Completed payroll.
Answered customer phone calls, customer emails, and customer ticket requests.
Checking voicemails and delivering messages to employees for follow up calls.
Sending out and creating templates to send out to customers for electronic signatures.
Education and Training
GED: , Expected in 2008 State of Arizona - Phoenix, AZ GPA:
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