Alicia Montgomery
CSR
Bronson,FL
Summary
Dynamic customer service professional with a proven track record at TEK Systems, excelling in complaint resolution and CRM software mastery. Leveraged effective communication and problem-solving skills to enhance customer satisfaction and exceed productivity targets. Demonstrated a high-energy attitude and commitment to quality assurance, driving significant improvements in customer service delivery. Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
11
11
years of professional experience
Work History
CSR
TEK Systems
Orange City, FL
06.2024 - 12.2024
- Researched required information using available resources.
- Prevented key account losses by researching discrepancies and correcting problems.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Identified customer needs and provided appropriate solutions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Maintained up-to-date knowledge of company products and services.
- Updated databases with new and modified customer data.
- Updated system with order specifics and customer details, preferences, and billing information.
- Developed strategies to improve quality of customer service delivery.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collaborated with other teams within the organization to resolve complex issues related to customers' accounts.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Documented all conversations with customers in CRM software according to company standards.
- Maintained records of customer interactions, transactions, comments and complaints.
- Updated job knowledge by participating in educational opportunities.
- Provided customer service support to customers over the phone and by email.
- Analyzed call trends to identify areas of improvement for customer service processes.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
CSR
A.W. Companies Inc
Stanwood, MI
04.2020 - 08.2022
- Researched required information using available resources.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Prevented key account losses by researching discrepancies and correcting problems.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Identified customer needs and provided appropriate solutions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Updated databases with new and modified customer data.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Caregiver
GT Independance
Grand Rapids, MI
01.2014 - 06.2021
- Encouraged independence while promoting self-care skills such as bathing, grooming and toileting needs.
- Assisted clients with daily living activities such as bathing, dressing, and grooming.
- Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
Education
High School Diploma -
Rogers High School
Wyoming, MI08-2014
Skills
- Customer support
- CRM software
- Data entry
- Product knowledge
- Complaint resolution
- Customer relationship management
- Quality assurance
- Call center operations
- Effective communication
- Problem solving
- Conflict resolution
- Time management
- Computer proficiency
- Documentation
- Problem-solving
- Call triaging
- Script adherence
- Typing 50 wpm
- Positive and professional
- High-energy attitude
- Proofreading
Timeline
CSR
TEK Systems
06.2024 - 12.2024
CSR
A.W. Companies Inc
04.2020 - 08.2022
Caregiver
GT Independance
01.2014 - 06.2021
High School Diploma -
Rogers High School