Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty, while providing superior computer skills and telephone etiquette in high call volume environments.
Recommended and helped customers select merchandise based on their needs.Confirmed that appropriate changes were made to resolve customers' problems.Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates.Informed customers about sales and promotions in a friendly and engaging manner.Tracked down sources of special products and services to meet customers' special needs.Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.Trained new employees on company customer service policies and service level standards.Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.Organized weekly sales reports for the sales department to track product success.Created new processes and systems for increasing customer service satisfaction.Excelled in exceeding daily credit card application goals.Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
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.Improved customer ratings by 20%. Maintained up-to-date records at all times.Developed effective relationships with all call center departments through clear communication.Ran reports and supplied data to fulfill customer report requirements.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.Led the selection and implementation of a new phone system.Trained staff on how to improve customer interactions.Assisted with the development of the call center's operations, quality and training processes.Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.Properly directed inbound calls in phone queues to improve call flow.Properly directed inbound calls in phone queues to improve call flow.Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met. Set Appointments for our Home Improvement Sales Reps.
Provided accurate and appropriate information in response to customer inquiries.Demonstrated mastery of customer service call script within specified timeframes.Successfully managed the activities of 15-20 team members in multiple locations.Created training manuals targeted at resolving even the most difficult customer issues.Developed, implemented and monitored programs to maximize customer satisfaction.Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.Owned team productivity metrics.Improved service quality and increased sales by developing a strong knowledge of company's products and services.Interviewed, hired and trained new quality customer service representatives.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.Effectively managed departmental expenses to stay within allocated budget.Effectively communicated with team members to maintain clearly defined expectations.Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.Generated and distributed daily reports and order acknowledgments to appropriate personnel.Developed rapport with the customer base by handling difficult issues with professionalism.
3.5 G. P.A
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