Esther Wilson
Columbia,MD
Summary
Goal-oriented Customer Service Manager with 5 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Office Administrative Assistant
Summerford Nursing Home
Bowie, MD
01.2018 - 04.2020
- Provided clerical support to company employees by copying, faxing and filing documents.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Responded to inquiries from callers seeking information.
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Managed over 50 phone calls per day, guests, and mail to correct staff members.
- Maintained office supplies inventory by checking stock and ordering new supplies.
Customer Service Representative
Erie Insurance
Columbia, MD
09.2016 - 05.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered over 50 customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered customer advice and assistance, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Representative
BSPJ COMPANY LLC
Ellicott City, MD
2023.02 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Maintained up-to-date knowledge of product and service changes.
Education
Bachelor of Arts - Mass Communication And Humanity
University of Maryland Global Campus
Adelphi, MD 2019.01 - 2023.05
Associate of Arts - Business Administration
Howard Community College
Columbia, MD12.2013
Associate of Arts - Business Communications
Dover Business College - Clifton
Clifton, NJ05.2011
Skills
- Quality Standards
- Control of Expenses
- Coordinate Events
- Graphic Design
- Business Management Principles
- Sales Expertise
- Sales Strategies
- Time Management
- Personnel Training and Development
- Financial Management
- Process Improvement
- MS Office Expertise
- Customer Relations
- Work Prioritization
- Customer Relationship Management
- Leadership
Timeline
Customer Service Representative
BSPJ COMPANY LLC
2023.02 - Current
Bachelor of Arts - Mass Communication And Humanity
University of Maryland Global Campus
2019.01 - 2023.05
Office Administrative Assistant
Summerford Nursing Home
01.2018 - 04.2020
Customer Service Representative
Erie Insurance
09.2016 - 05.2019
Associate of Arts - Business Administration
Howard Community College
Associate of Arts - Business Communications
Dover Business College - Clifton
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