D’nette De La Paz
Norfolk,VA
Summary
Dynamic customer service professional with a proven track record at MS International, Inc. Skilled in conflict resolution and relationship building, I enhanced customer loyalty through empathetic complaint handling. Adept at utilizing Microsoft Excel for data management, I contributed to sales growth by effectively upselling products and mentoring new team members.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
MS International, Inc, MSI
10.2023 - 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Participated in training programs to enhance product knowledge and customer service skills.
Marketing Coordinator
Caring Roots LLC
05.2020 - 10.2023
- Answered general marketing department inquiries by email, phone, and mail.
- Developed visually engaging marketing materials to support product launches and promotions.
- Collaborated with external agencies on advertising campaigns, ensuring alignment with overall marketing objectives.
- Composed daily posts for social media and helped build corporate presence on Twitter, Facebook, and Instagram.
- Conducted market research to identify industry trends and generate actionable insights for strategic planning purposes.
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
- Relationship building
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
- Product knowledge
- Microsoft PowerPoint
- Staff training
- Service upselling
- Staff education and training
- Proofreading
Timeline
Customer Service Representative
MS International, Inc, MSI
10.2023 - Current
Marketing Coordinator
Caring Roots LLC
05.2020 - 10.2023