CHERYL BUCHANAN
Virginia Beach,VA
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative
ELEVANCE HEALTH
NORFOLK, VA
09.2021 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Mentored junior team members and managed employee relationships.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Prevented key account losses by researching discrepancies and correcting problems.
- Updated system with order specifics and customer details, preferences, and billing information.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Education
High School Diploma -
Princess Anne High School
Virginia Beach, VA06-1994
Some College (No Degree) - LEGAL SCIENCE
Tidewater Community College
Norfolk, VASkills
- Appointment Scheduling
- Report Generation
- Call Management
- Data Collection
- Consultative Sales
- Paperwork Processing
- Data Entry
- Account updating
- Complaint resolution
- Inbound and Outbound Calling
- Product Knowledge
- Travel Planning
- Problem-solving abilities
- Positive and professional
- Research
- Typing 35 WPM
- Microsoft Outlook
- Microsoft PowerPoint
- Call Center Operations
- Microsoft Office expertise
- High-energy attitude
- Grammar
- Problem Resolution
- Customer Service
- Multi-Task Management
- Typing proficiency
- Microsoft Office Suite
- Researching
- Quality Assurance Controls
- Active Listening
- De-Escalation Techniques
- Account Management
- Documentation
- Reading Comprehension
- Professional telephone demeanor
- Credit card payment processing
- Team Development
- Staff Training
- Sales expertise
Certification
- CERTIFIED TRAVEL AGENT
Timeline
Customer Service Representative
ELEVANCE HEALTH
09.2021 - Current
High School Diploma -
Princess Anne High School
Some College (No Degree) - LEGAL SCIENCE
Tidewater Community College
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