Skilled Customer Service Rep committed to addressing customer concerns with speed, accuracy and professionalism Resourceful customer service rep who consistently meets and exceeds productivity goals.Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction..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 3 calls every 3 minutes.Exceeded corporate target for customer satisfaction for 6 months in a row. Exceeded Team standards,
Reduced staff turnover by 25% in one year by implementing several well-received team and morale-building programs.
Computed Data Reports
Responsibilities making sure member had enough medication on hand while processing members prescription request, assisted retail pharmacies process insurance claims, answered all member questions in regards to pharmacy benefit. Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified timeframes.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.
Trained staff on how to improve customer interactions.Led a team of customer service representatives to increase service center profitability.Properly directed inbound calls in phone queues to improve call flow.
Successfully managed the activities of 6 team members in multiple locations.Monitored the daily activities of 4 customer support teams.Developed, implemented and monitored programs to maximize customer satisfaction.Improved service quality and increased sales by developing a strong knowledge of company's products and services. 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.Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.Resolved customer questions, issues and complaints.Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
Educated customers on product and service offerings. Answered customers' questions and addressed problems and complaints in person and over the phone. Cleaned and organized the store, including the checkout desk and displays. Identified potential shoplifters and alerted management.
Computed sales prices, total purchases and processed payments.Described merchandise and explain operation of merchandise to customers.Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.Placed special orders and called other stores to find desired items.Recommended merchandise based on customer needs.Guided customers in choosing items that reflected personal style and shape.Replenished floor stock and processed shipments to ensure product availability for customers.
Companies Worked For:
Job Titles Held: