Beverly Headland
Naples,FL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
34
34
years of professional experience
Work History
Customer Service Representative
Armstrong Customer Service Center
10.2002 - 06.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within my team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed over 150 incoming calls per week from customers, while maintaining company guidelines & weekly statistics.
Data Entry Billing Specialist
McClymonds Supply & Transit
03.2001 - 09.2002
- Enhanced data accuracy by meticulously inputting and validating information from various sources.
- Improved efficiency in data entry tasks by streamlining processes and utilizing keyboard shortcuts.
- Reduced errors in data records by conducting thorough quality checks and implementing corrective measures.
- Expedited project completion timelines by efficiently managing high volumes of data entry tasks.
Order Desk Coordinator/Warehouse Receiving Clerk
Servistar Corporation
03.1989 - 09.2000
- Improved warehouse efficiency by accurately receiving, processing, and organizing incoming shipments.
- Reduced errors in order processing by carefully inspecting received goods for damages or discrepancies and reporting any issues promptly.
- Contributed to team efforts in meeting deadlines by consistently prioritizing tasks based on urgency and business needs.
- Supported warehouse operations by assisting with picking, packing, and loading orders as needed during peak periods.
- Maintained positive relationships with vendors, ensuring smooth communication regarding shipment statuses and delivery schedules.
- Provided exceptional customer service while resolving issues related to incorrect deliveries or missing items promptly and professionally.
- Coordinated closely with transportation providers to ensure timely pickup of outgoing shipments, reducing delays caused by scheduling conflicts or miscommunication.
- Compared shipping orders and invoices against contents received to verify accuracy.
- Recorded incoming and outgoing shipments for accurate tracking.
- Processed required paperwork to expedite handling of shipped and received goods.
- Communicated with carrier representatives, arranging for special deliveries and shipment receipts.
Education
No Degree - Business
Butler County Community College
Butler, PASkills
- Credit Card Payment Processing
- Active Listening
- Managing Multiple Tasks
- Professional Telephone Demeanor
- Customer Service
- Receiving Support
- Order Processing
- Product Promotion
- Clerical Support
- Calm and Professional Under Pressure
- Customer Account Management
- Documentation
Timeline
Customer Service Representative
Armstrong Customer Service Center
10.2002 - 06.2023
Data Entry Billing Specialist
McClymonds Supply & Transit
03.2001 - 09.2002
Order Desk Coordinator/Warehouse Receiving Clerk
Servistar Corporation
03.1989 - 09.2000
No Degree - Business
Butler County Community College
Similar Profiles
Doyeon KimDoyeon Kim
Customer Service Representative at SK m&service (Yogiyo Customer Service Center)Customer Service Representative at SK m&service (Yogiyo Customer Service Center)
Jacob TrygarJacob Trygar
Backoffice/SCA Customer Service Agent at H&M Customer Service CenterBackoffice/SCA Customer Service Agent at H&M Customer Service Center
Mia WadleyMia Wadley
Walmart at Customer Service Money CenterWalmart at Customer Service Money Center
DANIEL MIRANDADANIEL MIRANDA
Assistant Manager/Delivery Driver at Domino’s Pizza Inc. StoreAssistant Manager/Delivery Driver at Domino’s Pizza Inc. Store
DARL G. EBLENDARL G. EBLEN
Customer Service Representative at SunSourceCustomer Service Representative at SunSource