Andria Collins
Gardner,KS
Summary
Proven customer service expert with a track record of enhancing customer satisfaction and loyalty at H & R Block. Skilled in conflict resolution and critical thinking, adept at transforming high-stress situations into positive customer experiences. Excelled in complaint handling and data entry, contributing to a team that consistently surpassed performance goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative/Receptionist
H & R Block
01.2021 - 04.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Customer Service Professional
Long Motor Corporation
09.2022 - 07.2023
- Assisted customers by answering questions and responding to inquiries.
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Consistently met performance metrics by setting personal goals and seeking feedback from supervisors for continuous improvement.
- Established trust with customers through transparent communication, providing honest assessments of situations and setting realistic expectations for resolution timelines.
- Delivered exceptional support during peak periods, effectively managing high call volumes without compromising service quality.
- Conducted thorough research to provide accurate information, enhancing the overall customer experience.
- Balanced competing priorities under pressure by effectively multitasking while remaining focused on delivering exceptional customer support.
- Implemented best practices in complaint handling, reducing escalations and ensuring prompt problem resolution.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Contributed to team success by sharing knowledge of product updates, policy changes, and industry trends with colleagues.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 50-200 customers each day.
- Maintained high-quality service standards by adhering to company policies and procedures.
- Surpassed performance goals by approaching interactions with resourcefulness, organization, and customer-centric solutions.
- Assisted in training new hires, helping them acclimate quickly to company culture and expectations for delivering outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Responded to customer requests for products, services, and company information.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
Customer Service Representative/Collector Agent
Modoc Tribe Financial Services
09.2012 - 01.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Associate of Arts - Liberal Arts
Donnelly College
Kansas City, KSSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Scheduling
Certification
Perfect attendance
Timeline
Customer Service Professional
Long Motor Corporation
09.2022 - 07.2023
Customer Service Representative/Receptionist
H & R Block
01.2021 - 04.2024
Customer Service Representative/Collector Agent
Modoc Tribe Financial Services
09.2012 - 01.2019
Associate of Arts - Liberal Arts
Donnelly College
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