Charlotte Johnson
Meridian
Summary
Dynamic Customer Service Representative with a proven track record at TTEC, excelling in conflict resolution and relationship building. Recognized for enhancing customer loyalty through empathetic complaint handling and effective upselling. Adept at developing best practices and training new team members, consistently exceeding performance metrics and ensuring high customer satisfaction.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
TTEC/Optum Healthcare/ Sunrise Senior/ Hims/Hers
08.2022 - Current
- 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.
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Home Health Care
Self Employed
08.2014 - 01.2022
- Improved patient satisfaction by implementing innovative home health care programs and services.
- Improved patient satisfaction by providing personalized home health care solutions and addressing individual concerns.
- Ensured compliance with federal, state, and local regulations governing home health care provision while maintaining the highest standards of ethical practice.
- Enhanced patient care by developing and implementing individualized home health care plans.
Education
High School Diploma -
Meridian High School
Meridian, Texas05-2003
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft outlook
- Product knowledge
- Order processing
- Team development
- Microsoft Office Suite
- Microsoft PowerPoint
- Customer education
Timeline
Customer Service Representative
TTEC/Optum Healthcare/ Sunrise Senior/ Hims/Hers
08.2022 - Current
Home Health Care
Self Employed
08.2014 - 01.2022
High School Diploma -
Meridian High School
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