Tia Fulton

Managed customer relations on ongoing basis to maximize customer retention.

• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.

• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Coached employees through day-to-day work and complex problems.
• Kept abreast of new company products and services to effectively answer questions and resolve complaints.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer needs.

• 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.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Researched issues through identification of similar past problems and recommended most appropriate solution.
• Described product highlights and benefits to help guide purchasing decisions.
• Performed various clerical duties by filing and faxing documents and creating customer databases.
• Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
• Met customer call guidelines for service levels, handle time and productivity.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Maintained up-to-date knowledge of product and service changes.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Cross-trained and provided back up for customer service managers.
• Communicated professionally with colleagues, freelancers and clients.
• Trained new personnel regarding company operations, policies and services.
• Handled over 70 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.