MS Office
Catherine Morrissey
Jacksonville,FL
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
World Travel Holdings
Remote
11.2023 - Current
- Efficiently enter and update vacation bookings, ensuring timely and accurate adjustments to existing reservations
- Utilize available resources to efficiently handle customer requests independently and accurately
- Coordinated the reconciliation of data between the company’s system and the cruise line’s system, ensuring accuracy in accounting transactions
- Navigate through multiple browsers and systems, chat via instant messaging, and respond to emails, while maintaining an engaged conversation with our customer
- Manage customer credit card details and coordinated payment transactions while maintaining confidentiality
- Employs multiple data sources and systems to ensure thorough and precise task completion
- Collaborated with team members to resolve data discrepancies, enhancing overall data integrity.
Customer Service Representative
The Hartford
Remote
04.2022 - 08.2023
- Efficiently entered customer information into proprietary CRM systems, ensuring accuracy and maintaining confidentiality, including sensitive data such as credit card information
- Conducted thorough research on complex customer issues across multiple databases, collaborating with relevant departments to resolve escalated concerns
- Expertly multi-tasked using various systems and screens to manage daily operations
- Worked collaboratively with team members to provide constructive feedback, foster teamwork, and drive continuous improvement.
Contact Center Agent
U-Haul International, Inc.
Remote
07.2018 - 03.2022
- Performed accurate data entry to update reservations and process payments, using company’s proprietary CRMs, leading to high customer satisfaction rates
- Researched complex customer issues over multiple databases and worked with relevant departments to resolve escalated customer issues
- Communicated with customers to efficiently solve emerging issues and concerns, and provide a positive experience
- Hyper-vigilant in protecting company's and customer's confidential information to prevent fraud and identity theft
- Utilized Microsoft Office (including Teams) to collaborate with team members, email customers, and video conference with management to build a high-performing team.
Customer Service Representative
The Stretching Institute, Inc
Remote
07.2012 - 03.2020
- Served as first point of contact for customers by answering inquiries, managing requests, and resolving issues with exceptional customer service
- Corresponded with customers via email and chat to complete product ordering, shipping, and fulfillment in prompt manner while maintaining confidentiality of their personal information
- Worked across multiple platforms for customer contacts, product ordering, and shipping and fulfillment
- Collaborated with company's vendors to track, monitor, and ensure on-time delivery of products
- Demonstrated excellent verbal and written skills by developing customer service procedures to improve efficiency
- Conducted monthly video conferences with an Australian client via Skype to discuss project updates, address concerns, and ensure alignment with client expectations.
Data Entry Specialist
Time Etc., Inc
Remote
06.2016 - 02.2020
- Performed extremely sensitive data entry for an attorney with 99.9% accuracy
- Utilized Excel and MS Word to prepare source data for entry into a spreadsheet while looking out for duplicate cases and errors
- Entered data into client's database quickly and efficiently while paying close attention to details
- Entrusted to maintain confidentiality of clients' personal information
- Maintained open communication with client via phone, email, and chat.
Education
Bachelor of Science - Business Management
Cardinal Stritch University
Minneapolis, MNSkills
- Fast and accurate data entry
- Touch typing
- Maintaining focus and productivity
- Verifying and integrating data
- Learning new systems
- Handling confidential information
- Organizational skills
- Managing and organizing large volumes of data
- Calm and composed under pressure
- Advanced computer skills
- MS Office
- Teams
- Google Docs
- Word
- Excel
- Internet research
- Team environments
- Independent work settings
- Multi-tasking
- Managing multiple priorities
- Time management
- Meeting deadlines
- Remote work environments
- Communication skills
- Verbal and written
- Self-motivated
- Receptive to coaching
- Microsoft Office expertise
- Customer Relationship Management (CRM)
- Researching
- Professional telephone demeanor
- Positive and professional
- Typing [Number] WPM
- Microsoft Office Suite
- Data Entry
- Inbound and Outbound Calling
- Courteous demeanor
- Research
- Payment Processing
- Order Fulfillment
- Office equipment proficiency
- Proofreading
- Grammar
- Microsoft Excel
- Problem Resolution
- Problem-solving abilities
- Service Upselling
- Spreadsheets
- Report creation
- Clerical Support
- Tactful and diplomatic
- Building rapport
- Active Listening
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Excel
Teams
Salesforce
Zendesk
CRMs
Word
Timeline
Customer Service Representative
World Travel Holdings
11.2023 - Current
Customer Service Representative
The Hartford
04.2022 - 08.2023
Contact Center Agent
U-Haul International, Inc.
07.2018 - 03.2022
Data Entry Specialist
Time Etc., Inc
06.2016 - 02.2020
Customer Service Representative
The Stretching Institute, Inc
07.2012 - 03.2020
Bachelor of Science - Business Management
Cardinal Stritch University
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