Concetta Cullison
North Port,FL
Summary
Dynamic customer service professional with proven success at Live Ops, enhancing customer satisfaction through active listening and tailored solutions. Recognized for critical thinking and maintaining accurate records, I excel in fast-paced environments, ensuring efficient service and fostering loyalty. Committed to delivering exceptional experiences and meeting diverse customer needs.
Overview
29
29
years of professional experience
Work History
Customer Service Representative
Live Ops
04.2014 - Current
- Responded to customer requests for products, services, and company information.
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Cashier
Walmart
06.2008 - 04.2017
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Travel Agent
Ship-n-Shore Cruises
06.1997 - 09.2001
- Developed personalized travel itineraries based on client preferences and budgets.
- Coordinated logistics for group travel, ensuring seamless experiences for all participants.
- Researched and recommended cruise packages tailored to diverse customer needs.
- Managed booking systems for reservations, ensuring accuracy and compliance with policies.
Education
Certificate Program - Medical Terminology
WilsonTechnological School
Dix Hills, NYCertificate - Tourism And Travel Management
Sarasota School of Travel
Sarasota, FL06-1997
Skills
- Live chat support
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Documentation
- Team development
- Administrative support
- Data collection
- Prioritization
- De-escalation techniques
- Building rapport
- Technical support
- Quality control
- Staff training
- Clerical support
- Filing
- Dispute resolution
- Customer education
- Product sales
- Product and service solutions
- Multi-line phone talent
- Coordination
- Sales expertise
- Assertiveness
- Order fulfillment
- Account updating
- Research
- Reading comprehension
- Service upselling
- Office equipment proficiency
- Conflict mediation
- Retail store support
- Proofreading
- Service standard compliance
- Product promotion
- Document control
- Brand representation
- Sales closing
- Credit adjustments
- Promotional support
- Travel planning
- Warranty service
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Monetary Transactions - Managed cash, check, credit, and automatic debit card transactions with flawless accuracy.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Telephone Service - Efficiently handled over 80 calls daily, delivering information and service to guarantee customer satisfaction.
- Promoted products and encouraged customers to upgrade their existing product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Relations - Achieved the highest ratings for customer satisfaction across the entire company.
- Documented and resolved [Issue] which led to [Results].
- Supervised team of [Number] staff members.
- Resolved product issue through consumer testing.
Timeline
Customer Service Representative
Live Ops
04.2014 - Current
Cashier
Walmart
06.2008 - 04.2017
Travel Agent
Ship-n-Shore Cruises
06.1997 - 09.2001
Certificate Program - Medical Terminology
WilsonTechnological School
Certificate - Tourism And Travel Management
Sarasota School of Travel