Dana Wilson
Cedar Park,Tx
Summary
Adept at navigating high-stress situations, I excelled as a Customer Service Representative at Any, enhancing customer loyalty through empathetic conflict resolution and expert product knowledge. My blend of critical thinking and relationship-building skills led to a notable increase in repeat business, showcasing my commitment to excellence in customer service and problem-solving.
Overview
2023
2023
years of professional experience
Work History
Customer Service Representative
Any
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Underwriter
Guild Mortgage
03.2020 - 02.2023
Mortgage Underwriter
Several
03.1985 - 02.2023
Education
High School Diploma -
Mart High School
Mart, TXSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Computer proficiency
- Complaint handling
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Follow-up skills
- Product knowledge
- Paperwork processing
- Customer relationship management (CRM)
- Prioritization
- De-escalation techniques
- Quality control
- Product education
- Credit adjustments
Timeline
Underwriter
Guild Mortgage
03.2020 - 02.2023
Mortgage Underwriter
Several
03.1985 - 02.2023
Customer Service Representative
Any
High School Diploma -
Mart High School
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