Barbara DeLeon
Customer Service Representative Supervisor
Elmwood Park,IL
Summary
A highly focused and quality-oriented Customer Service professional with extensive experience in confections and food industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with internal and external customers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships. Recognized as a problem solver who focuses on the needs of the customer and provides timely solutions.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Aetna Inc.
Bedminster, NJ
07.2020 - Current
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Delivered service and support to each customer, paving way for future business opportunities.
- Upheld strict quality control policies and procedures during customer interactions.
- Assessed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
- Answered 60+ inbound calls per day and directed to individuals or departments.
- Trained new employees on procedures and policies to maximize team performance.
- Upheld privacy and security requirements established by Pulse Security regulatory agencies.
- Exceeded company productivity standards on consistent basis.
Customer Service Representative
Ford Gum Company
Buffalo Grove, IL
03.2016 - 03.2023
- Handled all major retail and distributor accounts, Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Investigated and resolved accounting, service and delivery concerns.
- Provided primary customer support to internal and external customers.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- ran daily and monthly reports
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Investigated and resolved customer inquiries and complaints quickly.
Residential Counselor
City Of Alexandria Va
Alexandria, VA
07.2019 - 08.2019
- Responded to crisis situations quickly to maintain calm and immediately determine level of assistance needed.
- Developed and deepened relationships with residents and fellow staff.
- Completed daily resident welfare checks and coordinated with facility staff to meet all resident needs.
- Fostered relationships with residents and worked with new residents to optimize acclimation and ease transition to new living environment.
- Conducted weekly meetings with directors and assessed and advocated resident needs; recommended solutions and strategies to improve resident care and satisfaction.
- Interfaced with residents to address and resolve complaints or grievances.
- Conducted rounds of rooms and building to check on compliance and safety issues, including unlocked windows and propped open doors.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Improved operations by working with team members and customers to find workable solutions.
Swim Supervisor
Goldfish Swim School
City, STATE
04.2018 - 04.2019
- Monitored daily pool activities and lifeguard performance.
- Resolved member issues or complaints by listening and addressing issues directly or assigning tasks to other staff.
- Supervised lifeguard team of 7 and assigned daily tasks.
- Evaluated performance of staff and addressed areas needing improvement.
- Taught team pool and deck safety rules and procedures.
- Oversaw equipment storage space by assigning cleaning and organizing duties.
- Trained new lifeguard staff and held training sessions for existing team.
- Developed employee schedules on weekly basis for facility open 12 months per year.
- Collaborated with Manager on Duty to coordinate scheduling around other facility events.
- Led team-building games to build group cooperation.
- Engaged with students to help them acclimate to and become comfortable in pool.
- Recognized swimmers in need of assistance and acted quickly.
- Encouraged students to practice swimming strokes to improve technique and skills.
- Maintained constant surveillance of pool or body of water to appropriately react to emergency situations.
- Conveyed rules and expectations to patrons consistent with facility policies and procedures.
- Worked one-on-one with special needs students, delivering guidance and reassurance.
- Demonstrated swimming strokes through repetition and proper positioning.
- Monitored area for distress signs and acted immediately in emergencies to alleviate potential injuries or fatalities.
Education
Bachelor of Arts - Healthcare Management
Winston-Salem State University
Winston-salem, NC05.2021
Skills
- Edi experience, proficient in SPS Commerce
- Multitasking & Prioritization
- Verbal & written communication
- Strong analytical Problem-solving abilities
- Proficiency in Microsoft Office, Word and Excel
- Inter department collaboration
- Excellent attention to detail
- Document & record management
- Team oriented & cooperative
- Understanding customer needs
- Establishing and Maintaining Customer Relationships
- Data entry and maintenance
- Strong Communication
- Virtual Meeting Experience
- Diverse Database Experience (Sage, customer portals, ups, freight carriers, Paycom, etc)
Accomplishments
- Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Led team to achieve call volume goals, earning recognition from upper management and financial reward.
- Promoted from Swim Instructor to Deck Supervisor, in less than 12-months
- Recognized as Employee of the Month for outstanding performance and team contributions.
- Consistently maintained high customer satisfaction ratings.
Timeline
Customer Service Representative
Aetna Inc.
07.2020 - Current
Residential Counselor
City Of Alexandria Va
07.2019 - 08.2019
Swim Supervisor
Goldfish Swim School
04.2018 - 04.2019
Customer Service Representative
Ford Gum Company
03.2016 - 03.2023
Bachelor of Arts - Healthcare Management
Winston-Salem State University
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