Cynthia Walker
Downingtown,PA
Summary
Adept at fostering customer loyalty and resolving complaints, I leveraged my problem-solving and empathetic communication skills at LiveOps to enhance customer satisfaction. My experience also includes supporting special needs students at Rover Community Transportation, demonstrating my ability to adapt and provide personalized care. My background in escalation management and active listening has consistently improved service delivery and customer experience.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Agent
LiveOps
06.2020 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Addressed customer account discrepancies and concerns.
- Streamlined communication processes for improved information exchange between customers and team members.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Special Needs Bus Monitor
Rover Community Transportation
07.2012 - 08.2017
- Provided one-on-one support for students with specific needs, enhancing their overall comfort and well-being during transportation.
- Enhanced communication between parents, school staff, and transportation department by promptly addressing concerns and providing updates on student progress.
- Developed strong rapport with students by consistently demonstrating patience, empathy, and understanding of their unique requirements.
- Enhanced student well-being by promptly addressing any health or medical concerns that arose during transportation and notifying appropriate parties as needed.
- Collaborated with bus drivers to create a positive transportation environment, resulting in fewer behavioral issues during transit.
- Improved student safety by closely monitoring their behavior and ensuring compliance with bus rules.
- Demonstrated flexibility by adapting to changes in routes or schedules as needed, prioritizing the needs of special needs students throughout their transportation experience.
- Fostered strong relationships with school staff members to facilitate seamless transitions from classroom settings to transportation services for special needs students.
- Ensured timely arrival at designated stops by effectively coordinating with the bus driver on daily routes and schedules.
Education
High School Diploma -
Downingtown High School
Downingtown, PA06.1999
Skills
- Customer Service
- Problem Resolution
- Outstanding communication skills
- Call center experience
- Empathetic and genuine
- Complaint Handling
- Service-oriented self-starter
- Needs Assessment
- Information Verification
- Active Listening
- Professional telephone demeanor
- Escalation management
Certification
- EMT - Certified Emergency Medical Technician 2008-2012
Timeline
Customer Service Agent
LiveOps
06.2020 - Current
Special Needs Bus Monitor
Rover Community Transportation
07.2012 - 08.2017
High School Diploma -
Downingtown High School