Bonnie Wood
Milford,DE
Summary
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services, and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Delaware Tire Centers
Dover, DE
06.2021 - Current
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Promoted available products and services to customers during service, account management and order calls.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Assistant Manager
Family Dollar
Frederica, Delaware
01.2016 - 06.2021
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Recruited and trained new employees to meet job requirements.
- Delegated work to staff, setting priorities and goals.
Education
North Caroline High School
Denton, MDSkills
- Complaint resolution
- Account updating
- Scheduling
- Coordination
- Money handling
- Verbal and written communication
- Inbound and outbound calling
- Adaptability and flexibility
- In-store support
Languages
English
Professional
Timeline
Customer Service Representative
Delaware Tire Centers
06.2021 - Current
Assistant Manager
Family Dollar
01.2016 - 06.2021
North Caroline High School