Cooking, gardening, decorating ,traveling , playing and loving on my great grandson
Betty Henderson
Grand Prairie,TX
Summary
My extensive experience as a Call Center Manager from IBM with demonstrated capabilities in leadership personnel, project management, problem solving, scheduling, coaching, multi-task, , team player, self starter with customer focused attitude and excelling business goals.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Representative
PharMerica
Arlington, TX
08.2016 - 01.2023
- Assisted in processing orders and managing customer accounts efficiently.
- Collaborated with team members to ensure consistent service delivery and customer satisfaction.
- Utilized CRM software to track interactions and maintain accurate customer records.
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Assisted in training new representatives on best practices for customer interactions and system usage.
- Developed training materials that increased efficiency in onboarding new staff and reducing ramp-up time.
- Analyzed customer feedback to identify areas for service improvement and implement actionable solutions.
- Led initiatives to enhance product knowledge among team members, fostering a culture of continuous learning.
- Adapted quickly to new systems and procedures, enhancing overall workflow efficiency.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Identified recurring issues to improve processes and enhance service quality.
- Maintained up-to-date knowledge of products and services to offer accurate assistance to customers.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Improved resolution time with effective problem-solving for customer complaints.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained staff on operating procedures and company services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Cross-trained and backed up other customer service managers.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Created and maintained detailed database to develop promotional sales.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Senior Customer Service Representative
Chemical Lime
Arlington, TX
08.2006 - 08.2008
- Collaborated with cross-functional teams to streamline processes and resolve complex customer issues.
- Managed escalated inquiries, ensuring resolution aligned with company policies and standards.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Processed, scheduled and executed customer orders for new and established customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Reduced call wait times by implementing effective time management techniques within the team.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved accounting, service and delivery concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
High School Diploma -
Geoorge Washington Carver High School
Luxora, AR05-1964
Skills
- Customer service
- Active listening
- Critical thinking
- Call center experience
- Relationship building
- Problem resolution
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Team development
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- Customer relationship management (CRM)
- Prioritization
- Staff training
- De-escalation techniques
- Building rapport
- Dispute resolution
- Coordination
- Assertiveness
- Staff education and training
- Conflict mediation
- Service standard compliance
- Document control
- Delivery scheduling
- [Software] CRM system proficiency
- Report generation
Certification
Conflict Management skill for of continuing Education Cerificate, Communication Skill Class Certifcate , Teknekron Infoswitch Certificate, P -Q Review, Auto Quality Certificate, E-Talk Certificate
Interests
Timeline
Customer Service Representative
PharMerica
08.2016 - 01.2023
Senior Customer Service Representative
Chemical Lime
08.2006 - 08.2008
High School Diploma -
Geoorge Washington Carver High School