DEBORAH MEAD
Porter
Summary
Dynamic Customer Service Representative with a strong track record in conflict resolution and customer retention. Expertise in managing high-stress situations and fostering loyalty through empathy and active listening. Committed to achieving high customer satisfaction and maintaining professionalism in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Fiserv
10.2022 - 07.2023
- 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.
- 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.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service
Liveops
Dover
09.2022 - 11.2022
- Established guidelines for excellent customer service standards.
- Greeted clients and provided excellent customer service.
- Provided guidance on complex customer service issues.
- Resolved customer service inquiries in a timely manner while providing excellent customer service.
Customer Service Representative
At Home
01.2016 - 07.2022
- Assisted customers with inquiries and resolved issues promptly.
- Educated customers on product features and benefits effectively.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Caretaker
None Yet
08.2015 - 07.2022
- Provided compassionate care to residents, assisting with daily tasks such as meal preparation and personal grooming.
- Remained alert to problems or health issues of clients and competently responded.
- Developed strong relationships with residents and families, fostering trust and open communication.
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
Customer Service Representative
Sitel
04.2014 - 08.2015
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Assistant Teacher
Milford Early Learning Center
02.2014 - 04.2014
- Supported student physical, mental, and social development using classroom games and activities.
- Supervised recess, lunch and daily student intake and dismissal.
- Ensured a safe and supportive learning environment by enforcing classroom rules and addressing behavioral issues promptly.
- Completed daily reports, meal count sheets, and attendance logs.
Education
Medical Billing and Coding -
U.S. Career Institute
Fort Collins, CO12-2026
MASTERS - HEALTH PSYCHOLOGY
Northcentral University
01-2017
BACHELORS - HEALTH SCIENCE
Southern New Hampshire University
06-2016
Associate of Science - Health Sciences
South University
05-2015
Skills
- Customer Service Issue Resolution
- Process Optimization
- Performance Management
- Active Listening
- Empathy
- Time Management
- Adaptability
- Typing WPM
- Microsoft Word
- CRM Software
- Computer proficiency
- Typing proficiency
- Payment processing
- Data Analyst
- Problem-Solving
- Critical Thinking
- Data Collection
- Inbound and Outbound calling
- Appointment Scheduling
- Account Updating
- Data Entry
- Tracking Complaints
- Call Center Procedures
- Credit card payment processing
- Live chat support
- Medical coding
- ICD-10
- Customer service
Timeline
Customer Service Representative
Fiserv
10.2022 - 07.2023
Customer Service
Liveops
09.2022 - 11.2022
Customer Service Representative
At Home
01.2016 - 07.2022
Caretaker
None Yet
08.2015 - 07.2022
Customer Service Representative
Sitel
04.2014 - 08.2015
Assistant Teacher
Milford Early Learning Center
02.2014 - 04.2014
Medical Billing and Coding -
U.S. Career Institute
MASTERS - HEALTH PSYCHOLOGY
Northcentral University
BACHELORS - HEALTH SCIENCE
Southern New Hampshire University
Associate of Science - Health Sciences
South University