Cynthia Howe
Mountain,IL
Summary
Dynamic customer service professional with extensive experience at VIP Auto Accessories, recognized for enhancing customer satisfaction through exceptional problem-solving and communication skills. Proven ability to manage high-stress situations and foster long-term relationships, resulting in increased customer retention and loyalty. Proficient in CRM systems and dedicated to delivering personalized solutions.
Overview
8
8
years of professional experience
Work History
Customer Service Specialist
VIP Auto Accessories
08.2022 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved accounting, service and delivery concerns.
Customer Service Representative
R&L Carriers
09.2018 - 07.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Improved resolution time with effective problem-solving for customer complaints.
Shift Leader
Subway
06.2017 - 07.2019
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Enforced company policies and regulations with employees.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Provided ongoing training for new hires, fostering a positive team atmosphere that encouraged growth and development.
- Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.
- Boosted overall sales with effective upselling techniques and exceptional product knowledge.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Conducted regular evaluations of employee performance, providing constructive feedback for continuous improvement.
- Coordinated with vendors to ensure timely delivery of products while maintaining strong professional relationships.
Education
Associate of Applied Science - Medical Biller & Coder
Sanford–Brown
Collinsville, IL05-2014
Skills
- Customer service
- Good communication skills
- Customer relations
- Call center experience
- Customer relationship management (CRM)
- Telephone etiquette
- Account management
- Computer proficiency
- Follow-up skills
- Microsoft outlook
Timeline
Customer Service Specialist
VIP Auto Accessories
08.2022 - Current
Customer Service Representative
R&L Carriers
09.2018 - 07.2019
Shift Leader
Subway
06.2017 - 07.2019
Associate of Applied Science - Medical Biller & Coder
Sanford–Brown
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