Bonnie Hendrickson
Jacksonville,United States
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Innovative Call Center Representative with 13 years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions.
Overview
16
16
years of professional experience
Work History
Call Center Customer Service Representative
Enhanced Resource Center
Jacksonville, FL
09.2009 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered over 100 calls per shift to meet fast-paced call center demands.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Sought ways to improve processes and services provided.
Education
High School Diploma -
Orange Park High School
Orange Park, FLAssociate of Arts -
St Johns Community College
Palatka, FLSkills
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- De-escalation Techniques
- Courteous with Strong Service Mindset
- Customer Account Management
- Multitasking and Prioritization
- Creative Problem Solving
- Calm and Professional Under Pressure
- Verbal and Written Communication
- Data Entry and Maintenance
- Inventory Management
- Computer Proficiency
- Regulatory Compliance
Timeline
Call Center Customer Service Representative
Enhanced Resource Center
09.2009 - Current
High School Diploma -
Orange Park High School
Associate of Arts -
St Johns Community College