Cheenuh Lee
Summary
Dynamic Customer Service Representative with a proven track record at VSPOne, excelling in high-stress situations and dispute resolution, enhancing customer loyalty through empathy and effective communication. Skilled in Microsoft Excel and active listening, I significantly contributed to team goals by boosting client satisfaction rates. My approach to customer service is rooted in critical thinking and relationship building, leading to positive feedback and repeat business.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
VSPOne
03.2015 - 11.2024
- 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.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved accounting, service and delivery concerns.
Education
Vactional - Optometric/Optician
National Career Education
Rancho Cordova, CA06-2011
High School Diploma -
Hiram Johnson High School
Sacramento, CA06-2007
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Microsoft PowerPoint
- De-escalation techniques
- Live chat support
- Filing
- Dispute resolution
- Customer education
- Product sales
- Product and service solutions
- Multi-line phone talent
- Research
- Reading comprehension
- Spreadsheets
- Service upselling
- Staff education and training
- Service standard compliance
- Product promotion
- Brand representation
- Lead generation
- Credit adjustments
- Receiving support
- Business development
- Product education
- Proofreading
Timeline
Customer Service Representative
VSPOne
03.2015 - 11.2024
Vactional - Optometric/Optician
National Career Education
High School Diploma -
Hiram Johnson High School
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