Positive, upbeat and excels at bringing more than 29 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Resolving highly intense, argumentative situations between customer's by finding solutions to make both parties satisfied.
Skills
All manners of regulations and knowledge concerning the job at hand.
Schedule mastery
Problem Resolution
Senior leadership support
Data evaluation
Call Centers
Conflict mediation
Customer relations
Customer Service
Route management
Clerical support
Cross-functional collaboration
Promotional support
Materials transport
Credit card payment processing
High-energy attitude
Inbound and outbound calling
Product organization
Shipping and receiving understanding
In-store support
Office equipment proficiency
Store maintenance
Transportation solution development
Call center experience
Report creation
Direct sales
Guidance and support
Customer service excellence
Returns and refunds
Payment processing
Customer support
Quality assurance
Customer service
Technologically savvy
Experience
01/1990 to 01/2020
Customer Service SpecialistManitowoc – Jeffersonville, IN,
Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Sorted and delivered mail to company employees, including packages, letters and interdepartmental correspondence.
Handled various errands for employees throughout the company.
Engaged inventory control skills to keep careful eye on all supplies.
Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions.
Kept apprised of emerging trends and provided informative customer service to assist in product selection.
Greeted customers and employees pleasantly and maintained upbeat demeanor at all times.
Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
Supported human resources by certifying and processing payroll, electronic deposits and pay adjustments while distributing checks with zero lag time.
Reconciled all bank and credit card accounts monthly.
Mitigated financial discrepancies by preparing bank reconciliations, managing field audits and reviewing accounting records for accuracy.
Resolved average of [Number] inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
Recommended improvements to products and services to mitigate complaints.
Reviewed account and service histories to identify trends and issues.
Met and exceeded productivity targets by handling every interaction with top-notch customer service.
Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
Confirmed delivery of orders, troubleshooting missed delivery dates, shortages and overages.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
Ranked as most effective in [Action] out of [Number] representatives.
Followed and reinforced [Type] and [Type] regulations to keep branch in compliance with standards.
Documented conversations with customers to track requests, problems and solutions.
Relayed productive customer feedback to marketing teams.
Reviewed customer interactions and activity reports to identify and address concerns.
Exceeded company productivity standards [Number]% on consistent basis, handling more than [Number]% of quota each day.
Enhanced customer satisfaction ratings by efficiently resolving technical, on-site and account issues.
Supported [Job title] in operational improvements and resolution of [Type] problems to deliver top-notch customer service.
Fostered relationships with product support staff, technical personnel, sales leaders, finance team and executives to transform and strengthen business processes.
Assisted in training and motivating new employees.
Executed on-time and under-budget project management on complex issues while updating customers on technician availability.
Up-sold products and motivated customers to upgrade current product plans.
Processed orders, keeping customers advised of status.
Handled customer complaints promptly and effectively.
Upheld strict quality control policies and procedures during customer interactions.
Managed [Number] dispatchers while delegating job assignments, tracking project status, processing payroll, scheduling itineraries and resolving issues to maximize productivity.
Consulted with customers to determine best methods to resolve service and billing issues.
Led team of [Number][Job title]s engaged in delivering assistance to customer service department on daily basis.
Processed customer account changes, using [Software].
Resolved customer issues and diffused situations by listening to concerns and developing solutions.
Described business [Product or Service] offerings to customers and facilitated smooth purchases.
Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
Consulted with customers regarding [Product or Service] needs, addressing [Type] concerns.
Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
Reduced process gaps while training new hires on products, software, operational best practices and store protocols.
Helped customers open accounts, make deposits, update information and carry out range of routine actions.
Managed up to [Number] calls daily from merchants in need of technical assistance to resolve [Type] performance issues.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Resolved average of [Number] inquiries in any given week, consistently meeting performance goals.
Documented and scoped actions taken to resolve issues after service calls.
Achieved high sales percentage with consultative, value-focused customer service approach.
Referred customers to business partners based on individual preferences and demographics.
Drove revenue by promoting products and services for sales conversions to meet monthly sales goals.
01/1990 to 01/2020
Professional ChauffeurHr Partners – Topeka Or Lenexa, KS,
Upheld high standards of professionalism and discretion when working with high-value clients.
Maximized passenger satisfaction by maintaining vehicles in safe and clean operating condition.
Offered riders information about local attractions and restaurants.
Offered assistance to disabled passengers and stowed wheelchairs and other equipment correctly.
Achieved consistently high customer scores due to exceptional service.
Monitored profitable locations, including nightlife, tourist and business spots, to take advantage of business opportunities.
Presented clean and sanitized vehicle to customers for utmost satisfaction.
Kept vehicle serviced according to schedule, reducing mechanically-related downtime by [Number]%.
Managed records by tracking mileage, maintenance and expenses with [Software].
Received belongings from passengers and safely and securely stowed items and luggage.
Maintained vehicle in clean and safe manner to maximize passenger satisfaction.
Handled as many as [Number] assignments per hour by planning efficient routes.
Cleaned vehicle regularly to maintain professional appearance.
Followed safety rules to keep clean driving record with no accidents or incidents.
Delivered [Product or Service] to customer locations.
Recognized by management for providing exceptional customer service.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Demonstrated self-reliance by meeting and exceeding workflow needs.
Leveraged [Software] to input and compile data gathered from various sources.
Collaborated with others to discuss new [Type] opportunities.
Improved operations by working with team members and customers to find workable solutions.
Answered [Number] calls per [Timeframe] to answer customer questions.
Maintained updated [Type] knowledge through [Task] and [Task].
Achieved cost-savings by developing functional solutions to [Type] problems.
Improved customer satisfaction by finding creative solutions to problems.
07/1991 to 11/2019
Bingo CallerMany Many Different Organizations. – City, STATE,
Recorded amount of tickets cashed and amount paid after each event, investigated discrepancies and submitted timely accounting records.
Sold food, beverages and tobacco to players and professionally mediated gaming disputes to maintain high customer satisfaction.
Colored chips up or down for patrons to streamline tables and betting.
Monitored and managed currency and chip exchanges, and compared house and player hands to assess game accuracy and integrity.
Maintained optimal records by collecting cash and chip bets and accurately verified and recorded amounts.
Answered patron questions about game rules and casino policies to promote positive customer service and brand loyalty.
Recognized by management for providing exceptional customer service.
Achieved cost-savings by developing functional solutions to [Type] problems.
Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Answered [Number] calls per [Timeframe] to answer customer questions.
Demonstrated self-reliance by meeting and exceeding workflow needs.
Improved operations by working with team members and customers to find workable solutions.
Improved customer satisfaction by finding creative solutions to problems.
Handled all delegated tasks, including [Task] and [Task].
08/2002 to 01/2006
Developmentally Disabled CaregiverNew Passages – City, STATE,
Assisted with meal planning to meet nutritional plans.
Monitored vital signs and medication use, documenting variances and concerning responses.
Helped clients with personal needs from exercise to bathing and personal grooming.
Engaged client in physical and mental activities to sustain quality of life.
Examined and addressed lacerations, contusions and physical symptoms to assess and prioritize need for further attention.
Fostered relationship with client, providing companionship and counseling.
Facilitated best care by developing strong and trusting rapport with patient.
Oversaw and planned resident schedules by coordinating doctor appointments, exercise routines, recreational activities and family visits.
Assisted patients with daily personal hygiene such as bathing, dressing and grooming.
Engaged with patients and families, providing emotional support and instruction in preparing healthy meals, independent living skills and adaptation to disability or illness.
Implemented group activities such as [Type] and [Type] activities, improving resident and staff engagement [Number]%.
Coordinated and administered medications and organized healthcare appointments to maintain optimal client health.
Worked with supervisory medical staff to review cases and improve care.
Assisted with basic care for elderly patients, including scheduling appointments and managing finances and legal matters.
Planned and prepared nutritious meals and snacks to meet special client diets such as as diabetic, low sodium and high protein.
Coordinated with doctors and registered nurses to develop care plans for patients.
Laundered clothing and bedding and changed linens [Number] times per [Timeframe] to prevent spread of infection.
Delivered high-quality, geriatric care to private client.
Assisted over [Number] residents with daily needs, including personal hygiene, dressing and transferring from chairs to bed.
Performed light housekeeping duties such as, making beds, sweeping floors and sanitizing surfaces.
Maintained clean and well-organized environment to promote client happiness and safety.
Cultivated amiable relationships with over [Number] residents, resulting in strong overall patient happiness and emotional well-being.
Reported concerns to supervisory [Job title] to maintain optimal care for all client needs.
Transported patients to and from medical, dental and personal care appointments.
Transported clients to locations such as medical appointments and group meetings to maintain social connections and meet medical needs.
Improved patient outlook and daily living through compassionate care.
Administered necessary medications as directed by care plan.
Documented information in patient charts and communicated status updates to interdisciplinary care team.
Fostered independence in disabled individuals while closely monitoring safety at all times.
Took and recorded patient temperature, pulse, respiration and blood pressure to monitor health statistics.
Directed patients in simple prescribed exercises, including passive and active ROM to maintain musculoskeletal functions and increase strength.
Education and Training
Expected in 05/1993
High School Diploma: L'anse Creuse High School North - Macomb, MI GPA:
General academics. Exceeded in Problem solving and was most often asked by my peers to lead the group in the assignment or project.
Always had an excellent rapport with all teachers and staff at school.
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