Diana Hooker
Lake City,FL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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
6
6
years of professional experience
Work History
Customer Service Representative
NPAS Solutions
07.2018 - 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.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
High School Diploma -
Tahlequah High School
Tahlequah, OK06.1995
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Call center experience
- Computer Proficiency
- Customer Relations
- Conflict Resolution
- Complaint Handling
- Complaint resolution
- Payment Processing
- Professional telephone demeanor
- Data Collection
- De-Escalation Techniques
Timeline
Customer Service Representative
NPAS Solutions
07.2018 - Current
High School Diploma -
Tahlequah High School
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