Bonnie Warren
Garland,TX
Summary
Adept at managing high-stress situations, I significantly enhanced customer loyalty and satisfaction at CTG Inc. through empathetic conflict resolution and expert problem-solving. Skilled in active listening and data entry, my approach led to improved client retention and positive feedback, showcasing my ability to build strong relationships and efficiently handle customer needs.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Representative
CTG Inc.
01.2019 - 12.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Client Service Coordinator
Manpower Group
01.2006 - 01.2013
- Maintained detailed records of client interactions, enabling better tracking of account history and facilitating continuity among team members handling the same accounts.
- Audited and processed IBM Business Partner Hardware Contracts in accordance to best practices and compliance requirements.
- Vetted and processed new Business Partner Applications while adhering to SLA guidelines.
- Educated and assisted IBM Business Partners navigating the IBM website to help them maximize their benefits from the Business Partner Program.
Education
High School Diploma -
Sleepy Hollow High School
Tarrytown, NYBusiness Certification
Westchester Business School
White Plains, NYPsychology
Mercy College
Dobbs Ferry, NYBusiness Administration
Dallas Baptist University
Dallas, TXCompleted 40 Hours of IBM Training Annually
IBM Training
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Conflict resolution
- Complaint handling
- Professional telephone demeanor
- Follow-up skills
- Order processing
- De-escalation techniques
- Building rapport
- Research
Accomplishments
I am a seasoned professional with a broad set of skills. I've worked with team members from all over the world and have developed a great rapport with them. As a SME I always took time to not only give them the answer but I explained why this was the answer.
Certification
Cash Fund
Integrity Training
Cybersecurity, Data Privacy, and AI Ethics Education
Introduction to Excel
Basics to Excel
IBM Manager Training
Equal Opportunity Training
Communication Presentation
Timeline
Customer Service Representative
CTG Inc.
01.2019 - 12.2024
Client Service Coordinator
Manpower Group
01.2006 - 01.2013
High School Diploma -
Sleepy Hollow High School
Business Certification
Westchester Business School
Psychology
Mercy College
Business Administration
Dallas Baptist University
Completed 40 Hours of IBM Training Annually
IBM Training
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