Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cheri Osborne

Hiltons,VA

Summary

Dynamic Customer Service Representative with a proven track record at CBRE, excelling in conflict resolution and relationship building. Recognized for enhancing customer loyalty through empathetic complaint handling and effective communication. Proficient in CRM systems, consistently exceeding performance metrics while fostering a positive team environment.

As a customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

19
19
years of professional experience

Work History

Customer Service Representative

CBRE
10.2023 - 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.
  • 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.

Collection Customer Service Representative

Citibank
09.2020 - 09.2023
  • Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
  • Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
  • Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
  • Proficiently managed a high-volume workload of inbound calls from customers seeking assistance with their past-due balances.
  • Exceeded monthly targets for both individual collections results and team performance consistently, demonstrating a strong commitment to achieving organizational goals.
  • Ensured compliance with all applicable federal, state, and local regulations governing debt collection activities while protecting consumer rights.

Supervisor

Teletech Customer Care Management
08.2018 - 09.2020
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
  • Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
  • Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.

Customer Service Representative

DEX
07.2006 - 05.2016
  • 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.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.

Education

High School Diploma -

Mohawk Central School
Mohawk, NY
06-1986

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Complaint resolution
  • Payment processing
  • Client relations
  • Professional telephone demeanor
  • Call center operations
  • Microsoft outlook
  • Scheduling
  • Follow-up skills
  • Product knowledge
  • Paperwork processing
  • Call management
  • Appointment scheduling
  • Order processing
  • Team development
  • Documentation
  • Microsoft PowerPoint
  • Data collection
  • Customer relationship management (CRM)
  • Prioritization
  • De-escalation techniques
  • Building rapport
  • Quality control
  • Live chat support
  • Filing
  • Dispute resolution
  • Coordination
  • Account updating
  • Recordkeeping strengths
  • Research
  • Reading comprehension
  • Spreadsheets

Timeline

Customer Service Representative

CBRE
10.2023 - Current

Collection Customer Service Representative

Citibank
09.2020 - 09.2023

Supervisor

Teletech Customer Care Management
08.2018 - 09.2020

Customer Service Representative

DEX
07.2006 - 05.2016

High School Diploma -

Mohawk Central School

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