Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Carrie Hensley

Harrisonburg,VA

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

27
27
years of professional experience

Work History

Customer Service Representative

ComSonics, Inc.
12.2002 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Delivered prompt service to prioritize customer needs.
  • Responded proactively and positively to rapid change.
  • Sought ways to improve processes and services provided.
  • Cross-trained and provided backup support for organizational leadership.
  • Identified and resolved discrepancies and errors in customer accounts.

General Motors Account Representative

Manheim Auctions
05.2000 - 04.2002
  • Traveled to various Manheim Auction sites across the United States to provide support and training on the utilized software.
  • Proposed enhancements to existing processes.
  • Participated in the transition of acquired auctions to the Manheim software and its associated procedures.
  • Contacted customers to assess satisfaction and current needs.
  • Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.

General Motors Factory Sale Representative

Cox Automotive
05.1997 - 04.2000
  • (Formally Manheim's Harrisonburg Auto Auction)
  • Responsible for overseeing the sale of General Motors factory vehicles, which encompassed rental fleets, lease returns, and corporate cars.
  • Responsibilities included preparing for the auction by assigning block numbers, ensuring all vehicles meet eligibility criteria, and finalizing the sale after the bidding concludes.
  • Made arrangements for necessary vehicle repairs, such as windshield replacements and bodywork.
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.

Education

Associate of Arts - Business Management

Blue Ridge Community College
Weyers Cave
05-1999

Skills

  • Customer Service
  • Problem-solving abilities
  • Customer Relations
  • Computer Proficiency
  • Microsoft Office Suite
  • Problem Resolution
  • Account Management
  • Report Generation

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.

Timeline

Customer Service Representative

ComSonics, Inc.
12.2002 - Current

General Motors Account Representative

Manheim Auctions
05.2000 - 04.2002

General Motors Factory Sale Representative

Cox Automotive
05.1997 - 04.2000

Associate of Arts - Business Management

Blue Ridge Community College

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Carrie Hensley