Carol Pelletier
Newfield,ME
Summary
Dynamic professional with a proven track record at LL BEAN, enhancing customer satisfaction and resolving complex issues through exceptional problem-solving and active listening skills. Excelled in high-stress situations, contributing to sales growth and customer loyalty. Expert in customer service and complaint resolution, consistently delivering results by implementing effective strategies and maintaining up-to-date product knowledge.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
LL BEAN
10.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided primary customer support to internal and external customers.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Delivered prompt service to prioritize customer needs.
- 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.
- Educated customers about billing, payment processing and support policies and procedures.
Behavioral Health Specialist
North Shore Behavorial Health
09.2019 - 08.2022
- Established trust-based relationships with clients through empathetic listening and non-judgmental communication, fostering stronger therapeutic alliances.
- Implemented cognitive-behavioral techniques to address negative thought patterns and promote healthier thinking habits among clients.
- Used [Software] to document patient information, progress notes, and treatment plans.
- Worked closely with adults and children in community settings, at residential facilities and within homes.
- Provided crisis intervention services during emergency situations, ensuring immediate support and safety for affected individuals.
- Created progress reports, assessments and charting within required timeframes.
- Assisted clients in developing healthy coping mechanisms that contributed to sustained behavioral changes and improved overall wellbeing.
- Identified appropriate treatment resources and recommended patients for these services.
- Maintained accurate documentation of client progress and treatment plans in compliance with organizational policies and legal requirements.
- Conducted functional behavior assessments, functional analysis, preference assessments, and assessments of basic learning and language skills to identify target behaviors and purpose of behaviors.
- Served as a mentor for new behavioral health specialists, sharing knowledge and expertise to support their professional growth.
- Participated in ongoing professional development opportunities to stay current with industry best practices and enhance clinical skills.
- Implemented and established behavior strategies by setting rules, reiterating expectations, and rewarding good behavior.
- Worked closely with families to provide education about mental health conditions and promote understanding of treatment strategies, strengthening family relationships and support systems.
Education
Accounting Technology And Bookkeeping
Somersworth Tech
Rochester, NH1977
High School Diploma -
Alton High
Alton, NH06.1969
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Complaint resolution
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Scheduling
- Follow-up skills
- Product Knowledge
- Paperwork Processing
- Appointment Scheduling
- Order Processing
- Documentation
- Building rapport
- Live chat support
- Quality Control
- Filing
- Account Management
- Reading Comprehension
- Proofreading
- Shipping procedures understanding
- Delivery Scheduling
- Process Optimization
- Credit adjustments
Timeline
Customer Service Representative
LL BEAN
10.2022 - Current
Behavioral Health Specialist
North Shore Behavorial Health
09.2019 - 08.2022
Accounting Technology And Bookkeeping
Somersworth Tech
High School Diploma -
Alton High
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