Athena Acosta
Englewood,CO
Summary
Dynamic Customer Service Representative and Supervisor at VCA Hospitals, recognized for enhancing customer loyalty through empathetic conflict resolution and effective complaint handling. Proficient in data entry and call management, I fostered a positive service culture.
Overview
23
23
years of professional experience
Work History
Customer Service Representative and Supervisor
VCA Hospitals
Englewood, CO
06.2003 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standards.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Educated customers about billing, payment processing and support policies and procedures.
CSR Supervisor
Vca Wingate
Englewood, CO
09.2018 - 09.2019
- Supervised daily operations, ensuring high-quality customer service and efficiency in team performance.
- Trained new staff on company policies, systems, and best practices to enhance service delivery.
- Resolved complex customer inquiries and complaints, improving satisfaction rates through effective problem-solving.
- Analyzed performance metrics to identify trends and implement process improvements for better service outcomes.
- Collaborated with management to strategize operational improvements, enhancing overall departmental productivity.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
Education
No Degree - Animal Health
NMSU
Las Cruces, NM05-1990
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Computer proficiency
- Conflict resolution
- Payment processing
- Scheduling
- Appointment scheduling
Languages
English
Spanish
Timeline
CSR Supervisor
Vca Wingate
09.2018 - 09.2019
Customer Service Representative and Supervisor
VCA Hospitals
06.2003 - Current
No Degree - Animal Health
NMSU