Donette Pearce
Roy,UT
Summary
Experienced customer service representative with a strong record of delivering exceptional service, resolving complex issues, and demonstrating extensive product knowledge. Skilled in computer operation, upselling techniques, phone etiquette, and order entry. Committed to providing top-notch assistance to customers with a professional and friendly demeanor.
Overview
6
6
years of professional experience
Work History
Call Center/Customer Service Representative
Focus Services
03.2020 - Current
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Detailed payment options and explained price, receipt and billing details to customers.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
- Maintained up-to-date knowledge of product and service changes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Representative
Focus Services/ Molton
09.2019 - 03.2020
- 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.
Customer Service Representative
Focus Services/ Varo Banking
12.2018 - 09.2019
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Addressed customer account discrepancies and concerns.
- Detailed payment options and explained price, receipt and billing details to customers.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Focus Services/ Operation Smile
06.2018 - 12.2018
- Answered inquires about organization
- Educated callers on how Operation Smile benefits third world countries that can not afford healthcare
- Took Donations for organization
Education
GED -
Mountain High School
Kaysville, UT05.1990
Skills
- Customer Service
- Order Entry
- Upselling
- Computer Operation
Payment Processing
Product and service knowledge
Technical Troubleshooting
Building rapport
Inbound phone calls
Proficient in CSG
Proficient in Agent OS
Calm and Professional Under Pressure
Additional Information
FAST LEARNER THROUGH CONTINUOUS TRAINING AT PRESENT JOB, SUPERVISOR'S '#1' ON CALL FLOOR TO GIVE SUPPORT TO OTHER TEAM MEMBER'S WHEN NEEDED
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Call Center/Customer Service Representative
Focus Services
03.2020 - Current
Customer Service Representative
Focus Services/ Molton
09.2019 - 03.2020
Customer Service Representative
Focus Services/ Varo Banking
12.2018 - 09.2019
Customer Service Representative
Focus Services/ Operation Smile
06.2018 - 12.2018
GED -
Mountain High School
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