Judith Loyd
Waco,TX
Summary
Practiced customer service professional with [Industry] expertise and deep passion for helping customers. Successful at processing high-volume calls in fast-paced environments while maintaining detailed records and satisfying customers with successful resolutions. Experienced in maintaining privacy of confidential and sensitive information.
Overview
10
10
years of professional experience
Work History
Customer Care Specialist
Everise
Louisville, KY
01.2014 - Current
- Created detailed documentation of all customer interactions and transactions.
- Assisted customers with inquiries about products and services via phone, email, and chat.
- Entered customer information into the database for tracking purposes.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings.
- Consulted with customers regarding needs and addressed concerns.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Tracked order status updates from vendors in order to provide accurate delivery estimates to customers.
- Resolved billing and service issues for [Product or Service] customers.
- Provided timely responses to customer questions and complaints in a professional manner.
- Educated customers where applicable to alleviate need for future contact.
Customer Service Representative
Everise Inc
Plantation, FL
01.2014 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong relationships with customers by providing personalized assistance and support.
- Developed strong customer relationships to encourage repeat business.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Consulted with customers to resolve service and billing issues.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Education
High School Diploma -
McLennan Community College
Waco, TXSkills
- Customer Service Excellence
- Payment Processing
- Customer Service
- Complaint Handling
- Inbound Customer Service
- CRM Software
Timeline
Customer Care Specialist
Everise
01.2014 - Current
Customer Service Representative
Everise Inc
01.2014 - Current
High School Diploma -
McLennan Community College