Summary
Overview
Work History
Education
Skills
Timeline
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Selena Steele

Philadelphia,PA

Summary

Well-qualified Customer Service Representative with proven success in improving operations and solving problems. Highly proficient in sales, building lasting relationships with key decision makers, customers, and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.

Overview

17
17
years of professional experience

Work History

Customer Service Representative

Holman Automotive
Mt. Laurel, NJ
07.2023 - 05.2024
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • Conferred with vendors by telephone to provide vehicle purchase orders.
  • Liaised between customers and vendors to expedite orders and meet customer demands.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Supported sales team members to drive growth and development.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.

Operations Recruiter

Opti Staffing Group
11.2021 - 11.2022
  • Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments.
  • Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
  • Developed recruiting strategies to identify qualified candidates and build network.
  • Operated and maintained applicant tracking and candidate management systems.
  • Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
  • Created and drove talent acquisition and job placement strategies to attract diverse candidates.
  • Evaluated resumes, interviewed and presented qualified candidates to hiring managers and solicited feedback to refine recruiting strategy.
  • Identified and created recruitment and administrative performance metrics and data to analyze trends, drive change and assess progress.
  • Evaluated strengths and weaknesses of candidates through effective screening processes.
  • Managed over 100 calls per day

Customer Service Representative

Global Response
06.2016 - 09.2018
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Assisted over 100 customers daily by answering questions and transferring to appropriate departments.
  • Performed data entry operations to update database with customer responses.
  • Collected personal information from customers to accurately document requests.
  • Provided new employees with voice and skills training to teach proper customer service etiquette.
  • Properly directed inbound calls in phone queues to improve call flow by 25%.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Supported customers by managing at least 100 calls per day efficiently while maintaining professionalism and upbeat tone.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Responded to customer requests for products, services, and company information
  • Offered advice and assistance to customers, paying attention to special needs or wants

Customer Service Representative

Overstock.com Inc
09.2009 - 12.2013
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services and company information.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Answered average of 150 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Awarded "Contact of the Month" June 2011, for exceptional customer service.
  • Promoted to senior level customer service team after 6 months.

Customer Service Representative

Teleperformance USA
09.2007 - 09.2009
  • Facilitated communications through management of inbound and outbound customer calls.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
  • Applied strong communication and negotiation skills regarding refunds, exchanges and upsells.
  • Enhanced productivity by staying on top of call flow and maintaining control over direction of conversations.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
  • Resolved over 100 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
  • Awarded "TOP 10 in Sales" in July 2007, out of over 250 employees.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Participated in team meetings and training sessions to stay informed about product updates and changes
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints
  • Processed customer service orders promptly to increase customer satisfaction

Education

High School Diploma -

Holy Cross Academy
Delran, NJ

Skills

  • Customer Relationship Management
  • CRM Software
  • Upselling Products and Services
  • De-escalation Techniques
  • Responding to Difficult Customers
  • Customer Retention Strategies
  • Multitasking and Prioritization
  • Data Entry and Maintenance
  • Customer Data Confidentiality
  • Sales Quota Achievement
  • Call Volume and Quality Metrics
  • Analytical and Critical Thinking
  • Inbound and Outbound Calling
  • Applicant Qualification
  • New Hire Onboarding
  • Quality Assurance
  • Interpersonal Communication
  • Microsoft Office

Timeline

Customer Service Representative

Holman Automotive
07.2023 - 05.2024

Operations Recruiter

Opti Staffing Group
11.2021 - 11.2022

Customer Service Representative

Global Response
06.2016 - 09.2018

Customer Service Representative

Overstock.com Inc
09.2009 - 12.2013

Customer Service Representative

Teleperformance USA
09.2007 - 09.2009

High School Diploma -

Holy Cross Academy

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Selena Steele