Avril Richardson
Hillside,NJ
Summary
Dynamic Customer Service Representative with proven expertise at PSEG, excelling in conflict resolution and active listening. Recognized for enhancing customer loyalty through empathetic complaint handling and effective problem-solving. Adept at managing high-volume claims while ensuring compliance, resulting in increased customer satisfaction and retention.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
PSEG
05.2022 - 03.2025
- 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 strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
IQVIA HEALTH
10.2020 - 05.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assist Pharmacy Technicians with payments
- Worked productively in fast-moving work environment to process large volumes of claims.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of claims handling.
- Managed high-volume claim caseloads, ensuring accurate documentation and adherence to company policies.
- Provided exceptional customer service by addressing inquiries promptly and resolving issues professionally.
- Increased customer satisfaction rates through empathetic handling of customer concerns and timely resolutions.
Customer Service Representative
ConnectiveRx
01.2019 - 12.2019
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted with the high call volume.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Improved resolution time with effective problem-solving for customer complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
High School Diploma -
Hillside High School
Hillside, NJ06-1991
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint handling
- Payment processing
- Professional telephone demeanor
Timeline
Customer Service Representative
PSEG
05.2022 - 03.2025
Customer Service Representative
IQVIA HEALTH
10.2020 - 05.2022
Customer Service Representative
ConnectiveRx
01.2019 - 12.2019
High School Diploma -
Hillside High School
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