Carrie Verrier
Customer Care
Clinton,NC
Summary
Adept at fostering customer loyalty and exceeding performance targets, I honed my problem-solving and exceptional customer service skills at ACS Xerox. My background includes streamlining processes for efficiency and mentoring teams towards high satisfaction levels, demonstrating a blend of strong communication abilities and goal-oriented focus.
Overview
18
18
years of professional experience
Work History
Sales Associate, Customer Service
Belk Department Store
06.2023 - Current
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Engaged with customers to build rapport and loyalty.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Assisted in training new staff members on company policies, product information, and sales techniques.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Listened to customer needs and desires to identify and recommend optimal products.
Customer Service Supervisor
Xerox
02.2013 - 01.2014
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Onboarded and trained customer representatives to meet performance and service goals.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Enhanced customer satisfaction by efficiently addressing and resolving concerns.
- Monitored performance metrics to identify areas of improvement and implement necessary changes.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Improved first-call resolution rates through effective coaching and guidance on problem-solving techniques.
- Resolved issues through active listening and open-ended questioning.
- Kept high average of performance evaluations.
- Introduced new tools and resources for better information access, resulting in more efficient issue resolution processes.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Collaborated with other departments to address customer issues, resulting in improved cross-functional communication.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Played an active role in continuous improvement initiatives aimed at optimizing service delivery processes.
Retirement Case Administrator
ACS Xerox
11.2007 - 11.2012
- Provided exceptional customer service by addressing client inquiries promptly and professionally.
- Streamlined the retirement application process for clients, ensuring timely and accurate submissions.
- Established strong rapport with clients through regular communication and follow up’s.
- Assisted clients in navigating complex pension and Health and Welfare plans, as well as helping participants make informed decisions about their options.
- Collaborated with cross-functional teams to ensure timely delivery of retirement plan and additional information and updates.
- Developed strong relationships with financial advisors, partnering together to devise tailored retirement strategies for their clients.
- Supported clients during annual enrollment periods by promptly addressing questions and concerns about their retirement options.
- Managed multiple client accounts simultaneously, prioritizing tasks to meet deadlines and deliver exceptional service.
- Ensured timely processing of life event changes, diligently updating employee records as needed.
- Assisted employees with benefits-related inquiries, ensuring prompt resolutions and increased satisfaction levels.
- Reviewed benefits paperwork for accuracy and completeness.
- Managed continuous enrollment processes, as well as yearly enrollment periods.
- Streamlined benefits enrollment procedures for improved employee experience and reduced processing time.
- ● Ability to work well with others and achieve assigned goals
● Solid leadership and communications skills
Senior Customer Service Representative
ACS
12.2006 - 11.2007
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a Top Performer within the team.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and provided backup support for organizational leadership.
Customer Service Representative
ACS
09.2006 - 12.2006
- Assisted in conducting annual open enrollment sessions, effectively communicating plan details to employees.
- Developed comprehensive annual open enrollment materials, facilitating a smooth process for all employees.
- Provided administrative support during open enrollment periods by answering employee inquiries about benefits packages available at each level within our organization.
- Supported annual open enrollment process, providing employees with clear information about benefit options and changes.
- Assisted employees in navigating open enrollment periods, providing guidance on plan selection and changes.
- Facilitated open enrollment periods for benefits administration, answering questions, and providing guidance to employees as they made informed decisions regarding their coverage options.
Education
High School Diploma, CNA And Home Health Aide Cert - Medical Careers
Tri-County Regional Vocational Technical School
Franklin, MA06.1995
Skills
- Teamwork and Collaboration
- Problem-solving skills
- Listening Skills
- Multi-tasking
- Excellent people skills
- Goal-Oriented
- Exceptional customer service
- Verbal/written communication
- Customer Needs Assessment
- Meeting deadlines
- Building rapport
- Policy and Procedure Adherence
- Strong Communication and Interpersonal Skills
- Honest, Reliable and Responsible
- Organization
- Adaptable and Flexible
Timeline
Sales Associate, Customer Service
Belk Department Store
06.2023 - Current
Customer Service Supervisor
Xerox
02.2013 - 01.2014
Retirement Case Administrator
ACS Xerox
11.2007 - 11.2012
Senior Customer Service Representative
ACS
12.2006 - 11.2007
Customer Service Representative
ACS
09.2006 - 12.2006
High School Diploma, CNA And Home Health Aide Cert - Medical Careers
Tri-County Regional Vocational Technical School
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