Alice Saratella
East Rutherford,NJ
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
45
45
years of professional experience
Work History
Senior Customer Service Representative - Intl
GAF
07.1995 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Engaged clients in person over phone to answer questions and address complaints.
- Informed customers of product changes to educate on issues and resolve concerns.
- Processed, scheduled and executed customer orders for new and established customers.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Senior Customer Service Representative
GFI
07.1978 - 06.1995
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients in person and over phone to answer questions and address complaints.
- Learned and maintained an in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
Education
Bachelor of Arts - Consumer Affairs
Montclair State University
Montclair, NJ05.1978
Skills
- Database Research
- Conflict Management
- Escalation Management
- Call Control
- Order Fulfillment
Timeline
Senior Customer Service Representative - Intl
GAF
07.1995 - Current
Senior Customer Service Representative
GFI
07.1978 - 06.1995
Bachelor of Arts - Consumer Affairs
Montclair State University