Angela J Kerton
Pageland,SC
Summary
Dynamic Customer Service Representative with a proven track record at HomeTeam Pest Defense, excelling in conflict resolution and relationship building. Recognized for enhancing customer satisfaction and loyalty through effective problem resolution and upselling strategies. Skilled in data entry and Microsoft Excel, consistently exceeding performance metrics and contributing to team success.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
HomeTeam Pest Defense
04.2017 - 09.2020
- Assisted customers in identifying pest issues and recommending appropriate treatment solutions.
- Handled customer inquiries via phone, email, and chat to ensure prompt resolution of concerns.
- Documented service requests accurately in company database to maintain up-to-date records.
- Collaborated with team members to streamline service processes and enhance customer satisfaction.
- Educated clients on preventive measures to minimize future pest-related problems effectively.
- Processed billing inquiries and provided clear explanations of services rendered to customers.
- Resolved conflicts with professionalism, ensuring positive outcomes for both clients and company interests.
- Participated in training sessions to improve product knowledge and service delivery techniques.
- 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.
- 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.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Education
High School Diploma -
Lacey Twp High School
Lanoka Harbor, NJ06.1990
Skills
Customer service
Active listening
Critical thinking
Data entry
Problem resolution
Relationship building
Computer proficiency
Conflict resolution
Payment processing
Client relations
Microsoft Excel
Customer satisfaction measurement
Professional telephone demeanor
Scheduling
Follow-up skills
Appointment scheduling
Team development
Staff training
Quality control
Customer education
Product sales
Product and service solutions
Account updating
Service upselling
Staff education and training
Timeline
Customer Service Representative
HomeTeam Pest Defense
04.2017 - 09.2020
High School Diploma -
Lacey Twp High School