Dionne Bouknight

• Consulted with customers about delivery and order preparation requests.
• Obtained product specifications along with delivery address, date and contact information.
• Scheduled deliveries, monitored progress and communicated updates to customers.
• Completed rush deliveries on tight timetables to satisfy customer needs.
• Contacted customers prior to delivery to confirm and coordinate delivery times.

• Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
• Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
• Liaised between account holders and various departments.
• Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
• Managed key accounts by reviewing and mitigating discrepancies and collaborating with account holders.

Held numerous temporary jobs after relocating to the area until I was able to secure a full time job. All positions included working either directly with customers or supporting sales in the field.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services and company information.
• Provided primary customer support to internal and external customers.
• Recommended products to customers, thoroughly explaining details.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Responded proactively and positively to rapid change.
• Met customer call guidelines for service levels, handle time and productivity.
• Educated customers about billing, payment processing and support policies and procedures.
• Trained new personnel regarding company operations, policies and services.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Trained staff on operating procedures and company services.
• Cross-trained and provided back up for customer service managers.
• Increased efficiency and team productivity by promoting operational best practices.