Chiffon Barnes
Denver,CO
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
years of professional experience
Work History
POC
DIRECTV
Englewood, CO
01.2017 - 03.2020
- Set attainable daily, weekly and monthly goals and game plans for the grievance department.
- Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time I was hired.
- Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.
- Successfully multitasked while navigating various functions of the companies service management system.
Volunteered to handle complaints and issues for manager during busy time periods.
Customer Service Representative
DIRECTV
Englewood, CO
08.2014 - 01.2017
- Maintained a customer resolution rate of 95% over my tenure with the company.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service.
- Executed on-time and under budget project management to resolve complex issues
- Led team engagement to assist cross-functional departments and achieve goals.
Crisis Customer Service Specialist
DIRECTV
Englewood, CO
03.2020 - Current
- Assisted over 40 clients daily with their needs and concerns via phone, email, web chat, and fax
- Coordinated internally with operations and logistics to maintain knowledge of new company products
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor.
- Mentored new employees on procedures and policies to maximize team performance.
- Improved billing accuracy by implementing a streamlined invoicing process.
- Reduced errors in financial records by conducting regular audits of billed accounts.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
Education
Associate of Applied Science - Business Administration
National American University - Rapid City
Rapid City, SDCNA
Abby Care
Denver, CO 10.2023 - 12.2023
Skills
- Issue and Complaint Resolution
- Call Documentation
- CRM Software
- 55 wpm Typing Speed
- Customer service
- Microsoft Office
- Microsoft Teams Excel Spreadsheet
- Google Suite
- Problem Resolution
- Call Center Environments
- Project Management
- Working efficiently within a remote setting
Timeline
CNA
Abby Care
10.2023 - 12.2023
Crisis Customer Service Specialist
DIRECTV
03.2020 - Current
POC
DIRECTV
01.2017 - 03.2020
Customer Service Representative
DIRECTV
08.2014 - 01.2017
Associate of Applied Science - Business Administration
National American University - Rapid City
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