Angela Osler
Killeen,TX
Summary
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.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Arise Virtual Solutions Inc.
Miramar, Florida
07.2010 - Current
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Collected deposits or payments and arranged for billing.
- Maintained a high level of professionalism when dealing with difficult customers.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Worked closely with other departments to resolve complex customer issues.
- Provided detailed information about products and services to customers, enhancing their understanding and engagement.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Owner
Shine Customer Care
6609 Clear Brook Dr , TX
07.2003 - Current
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Analyzed industry trends to develop competitive strategies.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Promoted business on social media platforms to maximize brand identity and generate revenue.
- Led startup and creation of operational procedures and workflow planning.
- Reviewed legal documents related to business operations.
- Conducted performance reviews for employees on a regular basis.
Customer Service Representative
Element 8
Fort Worth, Texas
04.2022 - 01.2024
- Developed strong customer relationships to encourage repeat business.
- Provided exceptional customer service to ensure customer satisfaction.
- Prevented key account losses by researching discrepancies and correcting problems.
- Updated databases with new and modified customer data.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Developed positive relationships with customers through friendly interactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Provided accurate information about products and services to customers.
- Contacted customers about potential service upgrades, new services and account changes.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Promoted available products and services to customers during service, account management and order calls.
- Mentored junior team members and managed employee relationships.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Conducted regular follow-up calls with customers after resolving their issues.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Collected deposits or payments and arranged for billing.
- Strengthened customer retention by offering discount options.
- Answered customer inquiries via phone, email, and chat.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Identified opportunities for upselling additional products or services based on customer needs.
Education
Some College (No Degree) - Cosmetology
Glenn Hills High
Augusta GASkills
- Scheduling
- Complaint resolution
- Account updating
- Escalation management
- Typing proficiency
- Refunds processing
- Adaptability and flexibility
- Punctuality and reliability
- Support case resolution
- Calm demeanor
- Technical troubleshooting
- Call center experience
- Inbound and outbound calling
- Payment processing
- Customer satisfaction measurement
- Empathy and patience
- Spreadsheets
- Microsoft PowerPoint
- Team development
- Receiving support
- Product education
- Customer relationship management (CRM)
- De-escalation techniques
- Professional telephone demeanor
- Product knowledge
- Microsoft Excel
- Problem-solving
- Script adherence
- Opening and closing accounts
- Administrative support
- Relationship building
- CRM software proficiency
- Team collaboration
- Microsoft office expertise
- Order processing
- Member account management
Timeline
Customer Service Representative
Element 8
04.2022 - 01.2024
Customer Service Representative
Arise Virtual Solutions Inc.
07.2010 - Current
Owner
Shine Customer Care
07.2003 - Current
Some College (No Degree) - Cosmetology
Glenn Hills High