Quilling, Cooking, Baking and Crocheting
Diane M Ferrari
Estero,FL
Summary
Dynamic Customer Service Representative with proven expertise at Northwest Exterminating, adept at resolving complex issues and enhancing customer satisfaction. Skilled in active listening and critical thinking, I effectively managed escalated calls and contributed to sales growth through informed recommendations, ensuring a positive experience and fostering customer loyalty.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Northwest Exterminating
Bonita Springs, FL
02.2021 - Current
- Assisted customers with inquiries and resolved issues effectively.
- Provided support in scheduling pest control appointments and follow-ups.
- Learned company policies and procedures to enhance customer interactions.
- Collaborated with team members to ensure timely service delivery.
- Maintained accurate records of customer interactions and transactions.
- Contributed to creating a positive customer experience through active listening skills.
- 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.
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Investigated and resolved customer inquiries and complaints quickly.
Sales Associate
Loft Outlet/Ann Taylor Factory
Estero, FL
04.2018 - Current
- Delivered exceptional customer service to enhance shopping experiences and foster brand loyalty.
- Assisted in inventory management, ensuring accurate stock levels and efficient product organization.
- Collaborated with team members to achieve sales goals through effective merchandise presentation strategies.
- Trained new associates on store policies, procedures, and customer engagement techniques to improve team performance.
- Developed strong relationships with customers, resulting in repeat business and positive word-of-mouth referrals.
- Prepared merchandise for sales floor by pricing or tagging.
- Managed returns, exchanges and refunds in accordance with store policy.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
Customer Service Representative
Massey Servicses
Fort Myers, FL
09.2019 - 02.2021
- Utilized CRM software to track customer requests and feedback.
- Adapted quickly to new tools and processes in a fast-paced environment.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
No Degree - Liberal Arts
College of Staten Island
Staten Island, NYSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Payment processing
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
Interests
Timeline
Customer Service Representative
Northwest Exterminating
02.2021 - Current
Customer Service Representative
Massey Servicses
09.2019 - 02.2021
Sales Associate
Loft Outlet/Ann Taylor Factory
04.2018 - Current
No Degree - Liberal Arts
College of Staten Island