Crystal Anderson
Richmond,VA
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.
Overview
7
7
years of professional experience
Work History
SR. Office Tech
State Corporation Commission
01.2018 - Current
- A Member of the 'Teamwork Committee'; a group of clerk's office employees that plans events and exercises to boost morale
- Responds to complex customer questions and inquiries by listening to consumer issues, troubleshooting problems, and providing solutions
- Consistently manage and de-escalate customer complaints
- Work in a remote atmosphere
- Provides superior customer service and strong active listening skills
- Communicate with staff, customers, and management through email, and various Microsoft Office Suite Products
- Navigate customers through online applications
- Process various applications for business entities
- Responds to routine and complex telephone and email inquiries with accuracy and completeness
- Works with other clerk's office sections and the information technology desk to identify and resolve phone and online issues
- Responds to escalated customer telephone inquiries with information pursuant to internal policies and procedures
- Constantly review published website information to check for accuracy and misspelling
- Create different email scripts for appropriate responses to various customer inquiries
- Respond to customer inquiries that were inadvertently submitted to other divisions
- Help with the review of "How-to-Guides" to ensure easy comprehension
- Transfer calls to the appropriate division regarding various complaints
- Assist with logging the receipt of documents submitted by mail, email, or dropped off at the information desk
- Assisted with the implementation of the updated telephone wrap up codes to accurately label calls
- Coach, train, and mentor team members in various office related processes
- Interpret and apply statutory and regulatory requirements and policies and procedures to the entity formation process
Customer Service Rep.
Department of Motor Vehicles
10.2016 - 01.2018
- Deliver exceptional customer service solutions in a friendly and knowledgeable manner
- Review, analyze and process customer transactions using multiple PC modules, cash drawers, credit cards
- Proficient in the processing of all transactions pertaining to titles, plates, tags, special license, Driver’s license, ID cards, and compliance issues
- Compose correspondences, communicate with staff, customers and management through email, fax, and telephone
- Experienced in multi-tasking efficiently and proficiently
- Perform detailed work using prescribed procedures, collect and organize material by analyzing what is available and deciding what to include
- Possess the ability to analyze records, files, and other documents to reach logical and legal conclusions
Education
High School Diploma -
John Marshall High School
Richmond, VA06.2005
Skills
- Call Management
- Account Updating
- Escalation Management
- Service Recommendations
- Call Center Operations
- Technical Troubleshooting
- Customer Service
- Account Management
- Product and Service Knowledge
- Eligibility Determination
- Written and Oral Communication
- Documentation and Reporting
- Customer Support
- Customer Inquiries
- Data Entry
- Complaint Resolution
- Telephone Etiquette
- Problem Solving
- Task Prioritization
- Customer Satisfaction
- Time Management
- Effective Communication
- Empathy Display
- Attention to Detail
- Positive Attitude
- Active Listening
- Call Handling
- Decision Making
- Technical Proficiency
- Call Control
- Customer Relationship Management
- Technical Support
- Quality Control
- Interpersonal Skills
Timeline
SR. Office Tech
State Corporation Commission
01.2018 - Current
Customer Service Rep.
Department of Motor Vehicles
10.2016 - 01.2018
High School Diploma -
John Marshall High School
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