Danna Palmer
Pleasant Hill,MO
Summary
Proven Customer Service Representative at GEHA, excelling in conflict resolution and customer satisfaction enhancement. Leveraged active listening and critical thinking to boost loyalty and retention, achieving top service levels. Trained new staff, showcasing leadership and data entry proficiency. Demonstrated exceptional problem-solving abilities, ensuring swift, empathetic complaint resolution and positive client feedback.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
GEHA
04.2007 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- 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 rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
Education
High School Diploma -
Fort Osage High School
Independence, MO1994
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Conflict Resolution
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Documentation
Timeline
Customer Service Representative
GEHA
04.2007 - Current
High School Diploma -
Fort Osage High School