I have 25 years experience in the customer service field of business. I have worked for The Home Depot Store for the last 10 years as phone center operator. Skilled Customer service rep committed to addressing customer concerns with speed, accuracy and professionalism.I have called customers to let them know their merchandise was in and called vendors to find out where customers' orders were and when they would come in. I used the computer to locate orders or products customers were looking for. I also made announcements over the PA system on a daily basis on sales going on in the store or coming events that were coming to the store.
I have worked from March 2003 to October 2013 withThe Home Depot. I have gotten great reviews from my Department Heads in all that time.
I worked 15 years at Aetna Insurance Company in Allentown Pennsylvania from Dec 1987 to Dec 2002. I was a customer service rep in the Merck Department. Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Managed call flow with up to calls in queue per minute.
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.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.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.Properly directed inbound calls in phone queues to improve call flow.
Coursework in Business Education
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