Results-driven customer service agent with track record of excelling in fast-paced office environments. Strong client relations skills and to resolve issues with tact and diplomacy to drive client retention and loyalty. Knowledgeable in industry terminology, products and services to effectively address and respond to public and personnel inquiries.
Skills
Multi-line telephone skills
Organization and efficiency
Business operations understanding
Meticulous and organized
Recordkeeping and bookkeeping
Data entry
Service-oriented mindset
Project coordination
Multitasking and prioritization
PC proficient
Professional and polished presentation
Tech-savvy
Leadership
Experience
Receptionist, 07/2019 - Current Holiday Retirement – Urbandale, IA,
Scheduled and confirmed appointments.
Answered and directed incoming calls using multi-line telephone system.
Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
Maintained daily calendars, set appointments with clients and planned daily office events.
Processed payments and updated accounts to reflect balance changes.
Sorted incoming mail and directed to correct personnel each day.
Oversaw office inventory by restocking supplies and submitting purchase orders.
Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
Prepared packages for shipment by generating packing slips and setting up courier deliveries.
Maintained financial records to verify timely clearance of credit and debit activities.
Communicated with vendors to place and receive orders, request services and deliver instructions from office management.
Directed and oversaw office personnel activities.
Drafted professional business communication and answered phone calls and emails.
Answered phone calls, provided information to callers and connected callers to appropriate people.
Customer Service Representative, 10/2017 - 03/2020 Td Bank Group – Portsmouth, NH,
Educated customers on special pricing opportunities and company offerings.
Documented conversations with customers to track requests, problems and solutions.
Assisted customers in making payments on accounts and setting up payment plans.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Upheld strict quality control policies and procedures during customer interactions.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Reviewed customer account information to determine current issues and potential solutions.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
Escalated customer concerns, store issues and inventory requirements to supervisors.
Made outbound calls to obtain account information.
Assessed customer needs and upsold products and services to maximize sales.
Reviewed account and service histories to identify trends and issues.
Customer Care Representative, 06/2015 - 10/2017 Adia – Fort Atkinson, WI,
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Promptly responded to customer inquiries and resolved complaints to promote loyalty.
De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Documented conversations with customers to track requests, problems and solutions.
Kept customer and system account information accurate and current to support timely resolutions for concerns.
Reviewed customer account information to determine current issues and potential solutions.
Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
Followed up on emailed or web-submitted customer inquiries within standard response times.
Built client rapport, accurately processing repair invoices and claims while troubleshooting financial discrepancies through completion.
Provided high level of quality control, eliminating downtime to maximize revenue.
Achieved high sales percentage with consultative, value-focused customer service approach.
Diminished process lags and trained new hires on customer service protocols and best practices.
Receptionist/Front Desk Associate, 04/2012 - 04/2015 Park Avenue Medical Center – City, STATE,
Made reasonable procedure exceptions to accommodate unusual patient requests.
Maintained up-to-daterecords at all times.
Worked with upper management to ensure appropriate changes were made to improvepatient
satisfaction.
Built customer loyalty by placing follow-up calls to patients.
Accomplishments.
Managed call flow with up to 30 calls in queue per minute.
Exceeded corporate target for customer satisfaction for 3 months in a row.
Education and Training
Associate of Arts: Business, Expected in 01/2017 - Seminole State College - Altamonte Springs, FL GPA: GPA: 3.7, Member of Student Government Association
: General Studies, Expected in 05/2009 - Wekiva High School - Apopka, FL GPA:
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