Colleen Lockwood
Hammonton,NJ
Summary
Detail-oriented and organized data entry specialist extensively trained in spreadsheets, transcription, word processing and desktop publishing. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
NCS
Hammonton, NJ
09.2014 - Current
- Cross-trained and provided backup support for organizational leadership.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Investigated and resolved customer inquiries and complaints quickly.
Data Entry/ Customer Serivice
State of New Jersey Dept of Health and Senior Services
08.2007 - 07.2011
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Provided accurate and appropriate information in response to customer inquiries
- Addressed customer service inquiries in a timely and accurate fashion
- Maintained up-to-date records at all times
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Customer Service, Order/Data Entry Clerk
The Brand Company
09.1996 - 12.2000
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges
- Trained 2 new employees quarterly
- Created new processes and systems for increasing customer service satisfaction
- Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax
- Assisted customers with store and product complaints.
Education
High School Diploma -
Hammonton High School
NJ, Atlantic01.1996
Skills
- Strong organizational skills
- Active listening skills
- Sharp problem solver
- Courteous demeanor
- Telecommunication skills
- Adaptive team player
- Computer-savvy
- Pleasant demeanor
- Customer service-oriented
- Multi-line phone proficiency
- HIPAA compliance
- Filing and data archiving
- Deadline-oriented
- QuickBooks
- Professional and mature
- Dedicated team player
- Mail management
- Customer Account Management
- Critical Thinking
- Spreadsheets
- Remote Office Availability
- Computer Proficiency
- Customer Data Confidentiality
- Microsoft Excel
- Microsoft Office
Accomplishments
- Increased office organization by developing more efficient filing system and customer database protocols.
- Customer Service
- Researched, calmed and rapidly resolved client conflicts.Database Maintenance
- Assisted in the managing of the company database and verified, edited and modified members' information.
- Successfully planned and executed corporate meetings, lunches and special events for groups of 30+ employees.
Timeline
Customer Service Representative
NCS
09.2014 - Current
Data Entry/ Customer Serivice
State of New Jersey Dept of Health and Senior Services
08.2007 - 07.2011
Customer Service, Order/Data Entry Clerk
The Brand Company
09.1996 - 12.2000
High School Diploma -
Hammonton High School