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Carm Isaac
Senior Customer Service Representative
Malden,Massachusetts
Summary
Enthusiastic Senior Customer Service Representative with more than 34 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
34
34
years of professional experience
8
8
years of post-secondary education
Work History
Senior Customer Service Representative
FedEx Corporation
Medford, MA
02.1988 - 03.2022
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Resolved concerns with products or services to help with retention and drive sales.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Assisted customers with product selection, troubleshooting and problem resolution.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Greeted customers and listened closely to problems described to determine solutions.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
Education
Associate of Arts - Business Management
North Shore Community College
Danvers, MA 12.1982 - 12.1990
Skills
Account management
undefinedSoftware
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
"Rainbows are everywhere...You never know when you will receive your pot of gold".
Timeline
Senior Customer Service Representative
FedEx Corporation
02.1988 - 03.2022
Associate of Arts - Business Management
North Shore Community College
12.1982 - 12.1990
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