Cecylia Gradick
Flint,TX
Summary
Proven Customer Service Specialist with a track record of enhancing customer satisfaction and retention at SYKES. Skilled in CRM software and complaint resolution, adept at leveraging consultative sales techniques to exceed service standards. Demonstrated ability to improve call management processes, achieving a significant increase in productivity. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Live Oak Waste
01.2024 - Current
- Responded to customer requests for products, services, and company information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Identified and resolved discrepancies and errors in customer accounts.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Documented and detailed calls and complaints using call center's CRM database.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Detailed payment options and explained price, receipt and billing details to customers.
- Addressed customer account discrepancies and concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Receiving Lead Supervisor
Cavenders Warehouse
04.2022 - 12.2023
- Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers.
- Inspected merchandise and sent damaged pieces for repair before shipment.
- Completed basic mathematical calculations to check weights and dimensions of shipments.
- Received incoming shipments, compared contents against associated records and transmitted to proper department.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
- Communicated with vendors and suppliers to verify timely delivery of goods.
- Drove forklifts, pallet jacks and other equipment to move materials.
- Assisted in receiving, stocking and distribution of merchandise.
Call Center Customer Service Representative
SYKES
08.2020 - 03.2022
- Documented and detailed calls and complaints using call center's CRM database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Implemented and developed customer service training processes.
- Identified and resolved discrepancies and errors in customer accounts.
- Maintained up-to-date knowledge of product and service changes.
Front Office Clerk
Bearden Concrete
07.2018 - 08.2020
- Reviewed and streamlined digital file systems to reduce usage errors.
- Responded to inquiries from callers seeking information.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Coordinated master schedule by booking and rescheduling appointments and balancing workloads.
Education
High School Diploma -
Whitehouse High School
Whitehouse, TX05.1992
Skills
- Complaint resolution
- Consultative Sales
- Call Management
- Product Knowledge
- CRM Software
- Service Upselling
- Prioritization
- Problem Resolution
- Call Center Operations
- Microsoft Excel
- Technical Support
- Customer Service
Languages
English
Full Professional
Timeline
Customer Service Representative
Live Oak Waste
01.2024 - Current
Receiving Lead Supervisor
Cavenders Warehouse
04.2022 - 12.2023
Call Center Customer Service Representative
SYKES
08.2020 - 03.2022
Front Office Clerk
Bearden Concrete
07.2018 - 08.2020
High School Diploma -
Whitehouse High School
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