ANTOLINA FERGUSON

-Managed approximately 60 incoming calls, emails and faxes per day from customers.'

-Handled inbound customer inquiries via phone, email, and chat in a timely and professional manner

- Assisted customers with account inquiries, billing issues, and general service requests

- Resolved customer complaints and issues effectively, ensuring high levels of satisfaction

- Utilized CRM system to document customer interactions and follow up on open cases

- Collaborated with other departments to resolve complex customer issues

- Met or exceeded performance metrics such as average handle time and customer satisfaction scores

Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

• Investigated and resolved accounting, service and delivery concerns.
• Handled customer inquiries and suggestions courteously and professionally.

• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Managed approximately 30 incoming calls, emails and faxes per day from customers.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Investigated and resolved accounting, service and delivery concerns.
• Handled customer inquiries and suggestions courteously and professionally.
• Delivered prompt service to prioritize customer needs.
• Responded proactively and positively to rapid change.
• Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Trained staff on operating procedures and company services.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Updated account information to maintain customer records.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.