Christine Frank
Lyons,NY
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
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
11
11
years of professional experience
Work History
Customer Service Representative
G.W. Lisk
06.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Quickly and efficiently handled customer orders, acknowledgements and shipment inquiries.
- Temporarily filled the inside sales role for 1.5 years, including but not limited to, providing customers with updated quotes, acting as an escalation point to resolve a variety of concerns, reviewing forecast and demand to ensure aligned to pricing scale, maintained or improved margins, assisted regional sales managers scope out new business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Manager
Continnum
05.2015 - 05.2023
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed a team of at least 20 customer service representatives at a time, fostering a positive work environment focused on teamwork and collaboration.
- Increased productivity by providing ongoing training and support to customer service representatives.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Education
High School Diploma -
Lyons Jr/Sr High School
Lyons, NY06-2009
Skills
- Customer service
- Problem-solving
- Active listening
- Data entry
- Computer proficiency
- Customer relations
- Critical thinking
- Customer satisfaction measurement
- Decision-making
Timeline
Customer Service Representative
G.W. Lisk
06.2023 - Current
Customer Service Manager
Continnum
05.2015 - 05.2023
High School Diploma -
Lyons Jr/Sr High School