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 five calls in queue per minute.
Exceeded corporate target for customer satisfaction for six months in a row. Promoted to Call Center Team Leader months in a row.
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.Demonstrated mastery of customer service call script within specified timeframes.Addressed customer service inquiries in a timely and accurate fashion.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.Properly directed inbound calls in phone queues to improve call flow.
Maintained up-to-date records at all times.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.Developed new client retention strategies resulting in an increase of over 50%. Assisted Clients with tax services and appointment setter for debt manaagement programs.
General Office Person, answering phones, faxing work orders to contractors, dispatching, ordering supplies for work sites, scheduling work for work crews, applying construction work permits.
Assisted catalog customers by telephone with the ordering of office supplies, furniture and equipment. Assisted with the returning of unwanted
purchases. Assisted with the tracking of lost customer purchases and locating discontinued items for customer needs.
General Office procedures, typing, filing, faxing, copy machines, Computer
Literate, Microsoft Word, Lotus 1,2,3, Excel.
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