Carla Fleming
Mountlake Terrace
Summary
Professional with strong background in customer engagement and satisfaction. Proven track record in effectively resolving issues and enhancing client experiences. Excel in team collaboration and adaptable to changing needs. Skilled in communication, problem-solving, and building rapport with clients.
Accomplished Customer Experience background with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills.
Overview
25
25
years of professional experience
Work History
Online Customer Experience
Veseris
03.2000 - 01.2025
- Provided ongoing support for internal and external websites, addressing technical issues, updating content, and optimizing functionality.
- Updated customer accounts with relevant information and notes.
- Resolved customer complaints by listening attentively and offering appropriate solutions.
- Streamlined internal processes by creating documentation on website support procedures and best practices.
- Collaborated with support staff to address individual customer issues and resolutions.
- Boosted online revenue by supporting ecommerce website.
- Boosted client satisfaction by providing ongoing technical support for internal and external clients.
- Provided exceptional customer support by addressing inquiries promptly, tracking orders diligently, and providing updates proactively.
- Played an integral role in the successful launch of new websites by providing pre-launch testing feedback and post-launch support expertise.
- Liaised with product marketing and sales teams to support strategic planning, testing and execution of initiatives for e-commerce websites.
Education
Associate of Arts - Business Administration
San Diego State University
San Diego, CASkills
- Team Training
- Upselling
- Complaint handling
- Performance tracking
- Conflict management
- Technical support
- Database research
- CRM software
- Escalated call handling
- Client advocacy
- Request management
- Issue and complaint resolution
Timeline
Online Customer Experience
Veseris
03.2000 - 01.2025
Associate of Arts - Business Administration
San Diego State University
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