Summary
Overview
Work History
Education
Skills
Computer Systems
Timeline
Generic

Dolores Randolph-Ciani

Elmwood Park,nj

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

36
36
years of professional experience

Work History

Sales/Customer Service Representative

Thomson Reuters Corporation
Elmwood Park, NJ
06.1996 - 12.2023
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.

Customer Service Supervisor

Trader Horn
Hasbrouck Heights, NJ
01.1988 - 05.1996
  • Identified areas of improvement in the customer service process and developed strategies to address them.
  • Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
  • Assisted customers with product inquiries and resolving complaints promptly and professionally.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
  • Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
  • Created reports on daily, weekly, monthly basis related to customer service activities.

Education

Some College (No Degree) - Sales,customer Support

Source Academy
New York, NY

Skills

  • Product Knowledge
  • Paperwork Processing
  • Account updating
  • Call Management
  • Report Generation
  • Data Collection
  • Inbound and Outbound Calling
  • Complaint resolution
  • Data Entry
  • Microsoft Excel
  • Typing proficiency
  • Account Management
  • Refunds processing
  • Support case resolution
  • Spreadsheets
  • Microsoft Outlook
  • Call Center Operations
  • Professional telephone demeanor
  • Retail store support
  • Quality Assurance Controls
  • Team Development
  • Customer Relations
  • Complaint Handling
  • Order Fulfillment
  • Filing
  • Follow-up skills
  • Tracking complaints
  • Call center procedures
  • Customer consulting

Computer Systems

  • SalesForce
  • Excel
  • Word
  • Unison

Timeline

Sales/Customer Service Representative

Thomson Reuters Corporation
06.1996 - 12.2023

Customer Service Supervisor

Trader Horn
01.1988 - 05.1996

Some College (No Degree) - Sales,customer Support

Source Academy

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Dolores Randolph-Ciani