Briana Paquette

Customer Care Representative

Furniture And Appliance Mart

Stevens Point

01.2018 - 06.2020

Provided top quality control and eliminated downtime to maximize revenue.
Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Resolved customer complaints promptly and professionally.
Documented customer correspondence in CRM to track requests, problems, and solutions.
De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Prevented key account losses by researching discrepancies and correcting problems.
Educated customers where applicable to alleviate need for future contact.
Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
Followed up on emailed or web-submitted customer inquiries within standard response times.
Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Collaborated with sales team members to stay current on inventory levels and resolve item issues.
Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Built sustainable relationships of trust through open communication with customers.
Kept customer and system account information accurate and current to support timely resolutions for concerns.
Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Coordinated with various company teams to offer and implement successful solutions to customer problems.
Processed orders accurately and efficiently according to established procedures.
Provided accurate, valid, and complete information to customers.
Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
Updated system with order specifics and customer details, preferences, and billing information.
Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
Maintained high satisfaction score by consistently resolving first-call issues.
Built sustainable relationships and trust with customer accounts through open and interactive communication.
Answered customer inquiries over the phone and via email.
Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Oversaw warranty counseling process to manage expense controls.
Delivered customer support to high call load each shift.
Ensured compliance with data protection regulations when handling customer information.
Recommended potential products or services after analyzing customer needs.
Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Conferred with customers by telephone or in person to provide information about products or services and take orders.
Performed administrative duties such as filing paperwork, maintaining records, updating databases.
Promptly responded to customer inquiries and resolved complaints to promote loyalty.

Summary

Overview

Work History

Customer Care Representative

Education

GED -

Skills

Timeline

Customer Care Representative

GED -

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