Faith Heard
1237 Willow Glen Dr
Summary
Dynamic Customer Sales and Service Associate with proven expertise at Frontier Communications, excelling in customer support and complaint resolution. Recognized for enhancing customer satisfaction through effective communication and tailored solutions. Skilled in cross-selling and training new staff, contributing to improved team performance and retention rates. Committed to delivering exceptional service experiences. Currently I am in our customer escalations department. My duties are to assist all employees and de-escalate upset customers by solving the issues they are having. I am responsible for working with different departments and managers to resolve the issues. I have had to learn the job functions of those departments in order to properly assist our customers. I also resolve executive complaints for the managers. I have received employee of the month 3 times within the last 18 months.
Overview
24
24
years of professional experience
Work History
Customer Sales and Service Associates
Frontier Communications
10.2000 - Current
- Handled high-volume calls, effectively addressing customer needs while maintaining professionalism.
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Collaborated with team members to streamline processes and improve overall service efficiency.
- Assisted customers with inquiries, resolving issues promptly for improved customer retention.
- Actively participated in team meetings, sharing valuable insights for process improvements and best practices adoption.
- Provided comprehensive training to new associates, improving their skillset and productivity levels quickly.
- Balanced multiple priorities effectively while maintaining a keen focus on delivering exceptional customer experiences consistently.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
High School Diploma -
David W Carter High School
Dallas, TXSkills
- Customer support
- Patience and tolerance
- Complaint handling
- Quality assurance
- Sales experience
- Cross-selling and upselling
- Product or service support
- Customer service excellence
- Client relationship building
- Multitasking and organization
- Excellent communication
- Listening skills
- Computer skills
- Attention to detail
- Team collaboration
- Product training
- Customer retention
- Process improvements
- Complaint resolution
- Call center operations
- Staff education and training
- Handling customer complaints
- Conflict resolution
Timeline
Customer Sales and Service Associates
Frontier Communications
10.2000 - Current
High School Diploma -
David W Carter High School
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