Adept at fostering customer loyalty and enhancing retention, I leveraged CRM software proficiency and exceptional relationship-building skills at Alorica to spearhead targeted outreach campaigns, achieving significant improvements in customer satisfaction. My background in call center operations and a keen focus on problem resolution have consistently driven positive outcomes in fast-paced environments.
Hi, I’m
Barbie Woerly
Customer representative
Summary
Overview
9
years of professional experience
Work History
Alorica
Customer Service Retention Specialist
12.2006 - 01.2011
Job overview
- Collaborated with team members to identify opportunities for process improvements and increased efficiency.
- Implemented targeted outreach campaigns to at-risk customers, resulting in higher retention rates.
- Analyzed data trends to proactively address recurring issues and improve overall customer satisfaction levels.
- Developed strong relationships with clients, fostering long-term loyalty and repeat business.
- Enhanced customer retention by addressing concerns and resolving issues in a timely manner.
- Managed high call volumes while maintaining a professional demeanor and effectively solving problems.
- Increased customer account renewals through proactive account management and personalized offers.
- Initiated proactive contact with customers via phone or email to resolve potential issues before they escalated into larger problems.
- Facilitated effective communication between departments to swiftly resolve complex customer issues.
- Provided detailed product knowledge to customers, assisting them in making informed decisions about their purchases or subscriptions.
- Improved overall customer satisfaction through active listening, empathy, and providing tailored solutions.
- Conducted follow-up calls to ensure customers were satisfied with their resolutions and gather feedback for improvement.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed and updated databases to handle customer data.
Action Paint & Construction
Office Manager
10.2001 - 12.2001
Job overview
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Created, maintained and updated filing systems for paper and electronic documents.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Education
Tulsa Technology CenterBroken Arrow, OK
Office Management
04.2011
University Overview
Frontenac High SchoolFrontenac, KS
High School Diploma from Diploma
05.1990
University Overview
Skills
- Call center experience
- Email Etiquette
- CRM software proficiency
- Telephone Manner
- Customer service experience
- Computer Skills
- Understanding Customer Needs
- Problem Resolution
- Relationship Building
- Microsoft Office
- Data Entry
- Product Knowledge
- Product and service knowledge
- Issue and Complaint Resolution
- Administrative and Office Support
- MS Office
- De-Escalation Techniques
- Customer Data Confidentiality
- Inbound Call Management
- Order Fulfillment
- Sales and Upselling
- Call Center Operations
- Call Documentation
- Billing Adjustments and Refunds
- Multi-Line Phone Systems
- Staff education and training
- Account updating
- Account Updates
- Service Upselling
Work Preference
Work Type
Full TimePart TimeLocation Preference
RemoteOn-SiteImportant To Me
Career advancementHealthcare benefitsPaid sick leave401k matchWork from home optionPersonal development programsTimeline
Customer Service Retention Specialist
Alorica
12.2006 - 01.2011
Office Manager
Action Paint & Construction
10.2001 - 12.2001
Tulsa Technology Center
Office Management
Frontenac High School
High School Diploma from Diploma
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