Denise Deliberto
Marcy,NY
Summary
Driven Customer Service Representative with a proven track record at The Hartford, enhancing client relations and complaint resolution through expert problem-solving and active listening. Developed policies to exceed service standards, boosting team productivity and customer satisfaction. Skilled in product knowledge and consultative sales, consistently delivering superior service and operational excellence. 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
7
7
years of professional experience
Work History
Customer Service Representative
The Hartford
03.2017 - Current
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Increased efficiency and team productivity by promoting operational best practices.
- Sought ways to improve processes and services provided.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and backed up other customer service managers.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
Bachelor of Arts - Sociology
Hartwick College
Oneonta, NY12.2014
Associate of Arts - Paralegal
Herkimer County Community College
Herkimer, NY05.2012
Skills
- Product Knowledge
- Consultative Sales
- Complaint resolution
- Client Relations
- Service standard compliance
- Payment Processing
- Problem-solving abilities
- Active Listening
Timeline
Customer Service Representative
The Hartford
03.2017 - Current
Bachelor of Arts - Sociology
Hartwick College
Associate of Arts - Paralegal
Herkimer County Community College