Annette Beverly

• Provided excellent customer service to resolve customer complaints in a timely manner.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Performed administrative tasks such as filing paperwork, updating databases and generating reports.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Answered on average 150 incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
• Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• Monitored compliance with organizational security protocols when interacting with members.
• Identified opportunities for cross-selling additional products or services based on member needs.
• Processed account transactions accurately, ensuring member satisfaction and retention.

• Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.

Maintained customer satisfaction with quick and professional handling of product returns.

• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Resolved customer issues quickly and notified supervisor immediately when problems escalated.
• Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
• Transcribed phone messages and relayed to appropriate personnel.
• Used internal software to process reservations, check-ins and check-outs.
• Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.