Cynthia Coufal
Fayettville
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
13
13
years of professional experience
1990
1990
years of post-secondary education
Work History
Customer Service Representative
Ppl Motor Homes
Houston
08.2010 - 08.2023
- As a customer service representative, I have worked for PPL Motor Homes over a period of 24 years. I started as an insurance representative returned as a receptionist, and then returned as a data entry clerk with some accounting responsibilities. I was then moved to the titles and registration department and over the period of 6 to 7 years; I was responsible for all title transfers and all documents related to sales of RVs.
- Educated customers on product features and benefits of motor homes.
- Managed inventory levels and coordinated with suppliers for timely restocking.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Implemented innovative methods for streamlining the customer service process.
- Conducted regular follow-up calls with customers after resolving their issues.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted available products and services to customers during service, account management and order calls.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Strengthened customer retention by offering discount options.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Took special orders in person and over telephone, generating additional revenue every month.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Mentored junior team members and managed employee relationships.
- Provided top quality control and eliminated downtime to maximize revenue.
- Surpassed sales goals through implementation of successful marketing strategies.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Excelled in exceeding daily credit card application goals.
- Prevented key account losses by researching discrepancies and correcting problems.
- Led on- and off-site customer support teams across multiple time zones.
- Oversaw warranty counseling process to manage expense controls.
- Contacted customers about potential service upgrades, new services and account changes.
Education
Cosmetology - Cosmetology
American Beauty Academy
Houston, TX 08.1989 - 04.1990
Brenham High
Brenham, TXSkills
Skills best fit me are the are the ones that deal with the customer/clients More of a people person from in person to on the phone
Timeline
Customer Service Representative
Ppl Motor Homes
08.2010 - 08.2023
Cosmetology - Cosmetology
American Beauty Academy
08.1989 - 04.1990
Brenham High