Barbara Wade
BATON ROUGE
Summary
Dynamic Customer Service Lead at Cox Communications with a proven track record in enhancing service delivery and customer satisfaction. Expert in complaint handling and client engagement, consistently exceeding performance goals. Skilled in payment processing and adept at resolving complex issues, fostering increased customer loyalty through effective communication and problem-solving.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Customer Service Lead
Cox Communications
02.1985 - 07.2014
- Led customer service team to enhance service delivery and improve customer satisfaction.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Responded to customer requests for products, services, and company information.
Education
Social Work
Grambling State University
Grambling, LA12-1980
Skills
- Email etiquette
- Payment processing
- Cash handling
- Telephone etiquette
- Administrative duties
- Call center experience
- Customer service excellence
- Client engagement
- Sales
- Billing arrangements
- Complaint handling
- Service upselling
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- 10 years of highest sales including a trip each year.
Certification
- Sales Essentials Certificate
Timeline
Customer Service Lead
Cox Communications
02.1985 - 07.2014
Social Work
Grambling State University
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