Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
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DENA MENAGIAS

Baltimore,MD

Summary

Reliable Customer Service Executive used to building lasting client relationships. Seeking the opportunity to boost a company's success through attention to detail and the drive for excellence.

Overview

7
7
years of professional experience

Work History

Customer Service Executive(Remote Work)

Billing Services Group
Baltimore, MD
01.2021 - Current
  • Provided prompt and courteous service to customers via phone, email, and chat.
  • Resolved customer complaints in a timely manner while maintaining professional attitude.
  • Maintained accurate records of customer interactions, transactions and comments in the database system.
  • Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues and more.
  • Processed orders accurately and efficiently in accordance with company policies.
  • Identified opportunities for process improvement within the customer service department.
  • Collaborated with other departments to ensure customer satisfaction.
  • Performed follow-up calls to customers regarding their inquiries or orders.
  • Developed strong relationships with customers by providing knowledgeable advice on products and services.
  • Prepared detailed reports of daily activities for management review.
  • Participated actively in weekly meetings held by the Customer Service Manager.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Actively sought out ways to improve operational efficiency within the team environment.
  • Trained and motivated team members to strengthen customer service strategies and boost satisfaction levels.
  • Avoided payment errors by carefully implementing all credit and debit card data into system.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.

Call Center Supervisor

Abata Industries
Baltimore, MD
07.2018 - 12.2021
  • Developed and implemented customer service policies and procedures.
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Monitored calls for quality assurance purposes.
  • Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
  • Developed effective working relationships with team members across multiple departments.
  • Attended regular training sessions on updates and changes within the industry or organization.
  • Stayed current on relevant product and service offerings as well as competitor pricing models.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Provided accurate information regarding products and services while upselling additional products when appropriate.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Processed orders, forms, applications, and requests accurately and efficiently.
  • Maintained records of customer interactions, transactions, comments, and complaints.
  • Assisted customers with navigating the company's website to locate desired information or items for purchase.
  • Utilized knowledge base to answer inquiries from customers quickly and effectively.
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Identified opportunities to improve policies and procedures related to customer service operations.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.

Customer Service Executive

Metlife
Baltimore, MD
06.2016 - 08.2018
  • Provided prompt and courteous service to customers via phone, email, and chat.
  • Resolved customer complaints in a timely manner while maintaining professional attitude.
  • Maintained accurate records of customer interactions, transactions and comments in the database system.
  • Processed orders accurately and efficiently in accordance with company policies.
  • Identified opportunities for process improvement within the customer service department.
  • Collaborated with other departments to ensure customer satisfaction.
  • Performed follow-up calls to customers regarding their inquiries or orders.
  • Developed strong relationships with customers by providing knowledgeable advice on products and services.
  • Monitored customer feedback regularly to identify areas for improvement in services offered.
  • Ensured that all customer queries were handled quickly and professionally.
  • Tracked customer complaints and followed up to ensure resolution was achieved.
  • Analyzed data from surveys to determine trends in customer needs and preferences.
  • Provided technical support when necessary to resolve complex problems.
  • Communicated effectively with team members to ensure timely response times for customers.
  • Liaised between the company and its partners in order to provide better service.
  • Responded promptly to emails sent by customers seeking assistance.
  • Participated actively in weekly meetings held by the Customer Service Manager.
  • Actively sought out ways to improve operational efficiency within the team environment.
  • Generated ideas for improving workflows across the organization's various teams.
  • Stayed abreast of changes in products and services offered so as to answer questions accurately.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Answered questions from customers by phone and email, offering company details and policy information as requested.
  • Consulted with customers regarding needs and addressed concerns.
  • Updated account information after customer calls and noted client concerns and issues.
  • Contacted supervisor immediately when issues required escalation to avoid lost revenue.
  • Improved operational efficiencies while managing work requests, store inventory, equipment transactions and changes.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Guided employees in handling difficult or complex problems.
  • Made outbound calls to obtain account information.

Education

Bachelor of Administrative Studies - Medical Office Computer Specialist

Towson University
Baltimore, MD
01.2016

High School Diploma -

Patterson Senior High
Baltimore, MD
06.2003

Skills

  • Payment Management
  • Account Management
  • Issue Escalation
  • Customer Relationship Management
  • Marketing
  • Technical Support
  • Customer Engagement
  • Appointment Coordination
  • Call Control

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Service Executive(Remote Work)

Billing Services Group
01.2021 - Current

Call Center Supervisor

Abata Industries
07.2018 - 12.2021

Customer Service Executive

Metlife
06.2016 - 08.2018

Bachelor of Administrative Studies - Medical Office Computer Specialist

Towson University

High School Diploma -

Patterson Senior High

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DENA MENAGIAS