Aubrey Lanier-Senter
Harvest,AL
Summary
With a proven track record at DIRECTV, I excel in customer service and active listening, enhancing customer loyalty through empathetic complaint resolution and informed product recommendations. My expertise in CRM software and critical thinking skills have significantly improved client retention and satisfaction, showcasing my ability to lead and innovate in high-pressure environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
DIRECTV
Huntsville, AL
02.2019 - 11.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Manager
Walmart
Madison, AL, US
10.2013 - 06.2019
- My job duties is to make sure the cashiers work area is neat and clean, provide fast, friendly, and efficient for the customers, does audits every two hours, respond to any request that the cashiers have (which includes distributing change, key turns, void/abort a transaction, distributing change into the machine at the end of shift
Education
Criminal Justice -
Calhoun Community College
Huntsville, AL05.2012
General -
Hamilton High School
Chandler, AZ11.2009
Skills
- Customer service
- Active listening
- Critical thinking
- Call center experience
- Computer proficiency
- Complaint handling
- Payment processing
- Microsoft outlook
- Product knowledge
- Order processing
- Technical support
- Research
- Reading comprehension
- CRM software
- CRM software proficiency
- Credit adjustments
Certification
Customer Service Skills assessment, Familiar, 07/01/18, Indeed Assessments evaluation completed with Familiar rating.
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Customer Service Representative
DIRECTV
02.2019 - 11.2024
Customer Service Manager
Walmart
10.2013 - 06.2019
General -
Hamilton High School
Criminal Justice -
Calhoun Community College