Cathy Harrison
Summary
Dynamic and results-oriented professional with extensive experience in customer service, notably with GroupO. Excelled in conflict resolution and customer relationship management, enhancing customer loyalty and satisfaction. Demonstrated proficiency in CRM software and active listening, significantly improving client retention and operational efficiency.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
GroupO
10.2016 - 10.2024
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate 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, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
GED -
Aledo High School
Aledo, IL04-1986
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Scheduling
- Appointment Scheduling
- Documentation
- Customer Relationship Management (CRM)
- Quality Control
- Live chat support
- Account updating
- Spreadsheets
- Office equipment proficiency
- Proofreading
- CRM Software
Timeline
Customer Service Representative
GroupO
10.2016 - 10.2024
GED -
Aledo High School
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