Personable and dedicated Customer Service Representative with extensive experience in customer service industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Skills
Data evaluation
Call Centers
Customer relations
Process optimization
Experience
Customer Service Specialist, 12/2020 to Current Genesee & Wyoming Inc. – Cheyenne, WY,
Managed customer inquiries through telephone, email and social media interfaces.
Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
Strengthened operational efficiencies by developing organizational filing systems for confidential customer records and reports.
Evaluated customer account information to assess current issues and determine potential solutions.
Completed diverse tasks on daily basis to serve customer needs, including processing and issuing money orders, managing returns and exchanges, and logging daily shipments.
Escalated customer satisfaction ratings by offering valuable insights to customers' needs and expectations.
Handled client inquiries with exceptional professionalism and enthusiasm.
Evaluated benefits for each caller to determine service needs and address concerns.
Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
Consulted with customers to determine best methods to resolve service and billing issues.
Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
Expressed appreciation for patronage, inviting and encouraging customer return visits.
Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Documented conversations with customers to track requests, problems and solutions.
Maintained consistent patient confidentiality in alignment with HIPAA protocols by using encryption software.
Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
Customer Service Representative, 11/2019 to 12/2020 Rentokil Initial – Broken Arrow, OK,
Engaged customers while solving issues and providing solutions with fast and accurate transaction processing.
Maintained knowledge of products and services offered and replenished products on sales floor.
Helped customers locate store products.
Demonstrated store's values and mission through customer service to ensure complete customer satisfaction.
Handled cash, checks and cards with care and according to PCI standards, organizing transaction records and monitoring cash register.
Followed company leadership and policies in resolving customer complaints with clarity and positivity.
Diminished financial discrepancies and managed monetary transactions, including deposits and credit card transactions.
Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
Documented customer inquiries and feedback, including service delivery suggestions in company database.
Reviewed files, records and other obtained documents to respond to customer requests.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Sales Representative, 08/2017 to 09/2019 Lkq – Knoxville, TN,
Welcomed guests, provided answers to questions, and anticipated guests' service needs.
Demonstrated self-reliance by meeting and exceeding workflow needs.
Conducted tours for new and potential members, discerned fitness needs, explained options for meeting needs, clearly explained membership terms and encouraged guests to join.
Responded immediately and expertly to emergencies inside facility and in surrounding area, kept facility free from unauthorized entry, enforced gym guidelines and documented accidents.
Used POS system to assist with new membership cards, change of address and billing questions.
Answered phones, issued equipment and completed guest check-in.
Discussed fitness classes with members to fit lifestyle goals, addressing any physical limitations.
Monitored inventory of supplies and equipment and requested replacements or upgrades and operated computer software packages to assist customers and drive efficient club operation.
Maintained cleanliness, neatness and organization of all areas.
Resolved all customer issues to maintain high standards of customer satisfaction.
Education and Training
GED: , Expected in 06/2018 Grassfield High School - Chesapeake, VA GPA:
Associate of Science: , Expected in 05/2023 Tidewater Community College - Norfolk, VA GPA:
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