Cheryl Bell
Wichita,KS
Summary
Dynamic Customer Service Associate Expert from T-Mobile, renowned for elevating customer satisfaction through expert problem resolution and exceptional product knowledge. Spearheaded a team project to overhaul training, boosting team performance significantly. Excelled in customer support, leveraging skills in negotiation and team collaboration, while thriving under pressure to deliver outstanding service.
Overview
22
22
years of professional experience
Work History
Customer Service Associate Expert
T-Mobile
12.2002 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Utilized social media platforms to address customer concerns, broadening channels of support.
- Identified upselling and cross-selling opportunities, contributing to increased sales.
- Led team project to revamp customer service training program, resulting in more effective onboarding.
- Trained new associates in customer service protocols, elevating overall team's performance.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
Education
High School Diploma -
Abraham Lincoln High School
San Diego, CA06-1981
Skills
- Customer Service
- Customer Support
- Issue and Complaint Resolution
- Team Collaboration
- Complex Problem-Solving
- Work Prioritization
- Negotiation
- Account Management
- Multi-Line Phone System
- Calm and Professional Under Pressure
- Regulatory Compliance
- Cross-Functional Team Collaboration
- Product Knowledge
- MS Office proficiency
- Data Entry
- Complaint escalation
Timeline
Customer Service Associate Expert
T-Mobile
12.2002 - Current
High School Diploma -
Abraham Lincoln High School
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