Diligent Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Able to enhance customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate Cyber Source, Pay Pal, and After Pay systems. Effective at operating within company regulations and Customer Service Department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.
Skills
Telephone etiquette
Team oversight
Active listening
Status updates
Staffing oversight
Interdepartmental communication
Leadership
Order management
Data entry
Customer relations
Money handling abilities
Training development aptitude
Staff education and training
Credit card processing
MS Office proficiency
Complaint resolution
Order fulfillment
POS systems expert
Work History
06/2016 to 06/2018
Reservation Sales AgentFinger Lakes Premier Properties – Keuka Park, NY,
Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle
Prepared customer invoices, accepted payments and processed refund and cancellation requests
Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities
Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings
Arranged for group hotel bookings in collaboration with sales department for weddings and special events
Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
Verified that personal and payment information on guest accounts was accurate and complete
Offered appropriate reservation options based on expected attendees when coordinating events
11/2013 to 07/2021
Customer Service Interim Manager Cigna – Clinic - Cobb Electric Membership Corp (Emc) - 1000 Emc Pkwy Ne - Marietta, GA,
Introduced higher standards for customer service and increased efficiency by streamlining operations.
Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Followed through with client requests to resolve problems.
Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Completed special projects by using effective decision making, critical thinking and time management skills.
Developed documentation and logs of implemented solutions and generated and submitted reports.
Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
Exceeded team goals and collaborated with staff members to implement customer service initiatives.
Monitored customer service operations to assess agent performance and provide feedback.
Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
11/2013 to 07/2021
Customer Service Team LeadFrancesca’s – City, STATE,
Coached new team members on service techniques and provided scoring through quality assurance program.
Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Checked status of orders and back-ordered products to coordinate efficient shipments.
Took cash and credit card payments via phone, in person and through email.
Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
Escalated issues to proper supervisors when standard processes were not effective.
Resolved customer service issues using company processes and policies and provided updates to customers.
Provided primary customer support to internal and external customers.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Education
Expected in
Associate of Science Vocational: Nursing Houston Community College - Houston, TX GPA:
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