Denise Brown
San Antonio,TX
Summary
Adept at managing high-stress situations, I excelled as a Customer Service Representative at CVS Caremark, enhancing customer loyalty and satisfaction through empathetic service and effective problem resolution. Leveraging skills in active listening and Microsoft Excel, I consistently outperformed performance metrics, contributing to product improvements and team training, ensuring high-quality service delivery. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Cvs Caremark
05.2008 - Current
- 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 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Improved resolution time with effective problem-solving for customer complaints.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
Education
High School Diploma -
John Jay High School
7611 Marbach Rd06.1999
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Customer satisfaction measurement
- Microsoft Outlook
- Client Relations
Timeline
Customer Service Representative
Cvs Caremark
05.2008 - Current
High School Diploma -
John Jay High School