Carol Rock
Vancouver,WA
Summary
Personable and dedicated Customer Service Representative with extensive experience in customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Customer Service Specialist II
Washington State Department Of Labor & Industries
Vancouver, WA
06.2004 - 10.2021
- Performed data entry of customer orders into the company's order management system.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Responded to customer emails with accurate product and service information.
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Ensured compliance with all applicable laws related to consumer protection regulations.
- Updated knowledge base articles regularly with relevant content that is easily accessible by customers.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Improved customer service wait times to mitigate complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Set up and activated customer accounts.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Education
Bachelor of Arts - Human Services
The Evergreen State College
Olympia, WA06.1996
Skills
- Conflict Mediation
- Problem Resolution
- Good Communication Skills
- Customer Service
- Telephone Etiquette
- Data Evaluation
- Account Management
- Customer Retention
- Customer Relations
- Customer Order Management
- High-quality customer service
- Customer service professional
- Exceptional customer service
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I feel that luck is preparation meeting opportunity.
Oprah Winfrey
Timeline
Customer Service Specialist II
Washington State Department Of Labor & Industries
06.2004 - 10.2021
Bachelor of Arts - Human Services
The Evergreen State College