Euricka Mccray
Philadelphia,PA
Summary
At PECO, excelled as a Customer Service Representative by leveraging exceptional problem-solving and active listening skills to enhance customer satisfaction and loyalty. Recognized for exceeding performance metrics and fostering a positive service culture, leading to significant improvements in customer retention and team performance. Demonstrated expertise in dispute resolution and customer relations, contributing to a results-driven environment.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Customer Service Representative
PECO
08.1986 - 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 company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into team.
- Exceeded performance metrics consistently, earning recognition as top performer within team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Managed approximately 50 incoming calls and emails per day from customers.
Education
Associates - Accounting
Peirce College
Philadelphia, PA 04.2018 -
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Service standard compliance
- Assertiveness
- Coordination
- Dispute Resolution
- Prioritization
- Complaint resolution
Affiliations
- Delta Mu Delta
Certification
Inclusive Leadership: The Power of Workplace Diversity and Leading Diverse Teams and Organizations.
Timeline
Associates - Accounting
Peirce College
04.2018 -
Customer Service Representative
PECO
08.1986 - Current
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