Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager
Felicia Bongo

Felicia Bongo

Baltimore,MD

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Diligent and skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

Amazon
Baltimore , MD
11.2018 - Current
  • Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume
  • Grew existing customer accounts by 29% through exceptional customer service and effective sales techniques
  • Actively maintained and updated customer accounts in HubSpot
  • Actively worked to display a courteous and empathetic attitude to customers, resulting in a net promoter score over 40
  • Documented customer interactions to reduce on-boarding time by 15% when new customer service representatives interact with customers
  • Maintained a knowledge base of the evolving product offerings, and improved customer retention by 9% by proactively recommending new products to existing customers
  • Increased average customer order size for new customers by 14% by understanding needs and recommending the right products
  • Assisted in 200+ tele-sales that brought in new customers to the clinic
  • Used Microsoft Office tools to track customer experiences, communication, and marketing efforts
  • Exceeded sales targets by 16% in 2019 by maintaining a robust knowledge of product offerings and quickly assessing customer needs
  • Oversaw the employee onboarding process for new customer advocates, resulting in 23% quicker onboarding
  • Worked with wholesale and retail customers, supporting sales efforts by resolving customer inquiries
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Delivered prompt service to prioritize customer needs.
  • Communicated professionally with colleagues, freelancers and clients.

Customer Service Associate

2nd Avenue
Baltimore , MD
04.2018 - 11.2018
  • Promptly handled an average of 80 customer inquiries and complaints per day with a 96% customer satisfaction rate
  • Actively worked to display a courteous and empathetic attitude to customers, resulting in a net promoter score over 40
  • Worked with wholesale and retail customers, supporting sales efforts by resolving customer inquiries
  • Exceeded sales targets by 16% in 2019 by maintaining a robust knowledge of product offerings and quickly assessing customer needs
  • Maintained a high level of customer satisfaction through effective verbal and written communication skills beam jobs.com
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Informed customers about special promotions and provided detailed information for various products.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Executes excellent sales floor merchandising and selling.
  • Developed and actualized customer service initiatives to decrease wait times.
  • Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Demonstrated items to customers and created customer awareness, interest and sales.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Offered basic technical support for clients on wide range of company products.
  • Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Recommended products to customers, thoroughly explaining details.
  • Responded to customer requests for products, services and company information.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

Education

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Digital Harbor

Skills

  • NPS, customer retention, customer satisfaction
  • Empathetic & courteous
  • Detail-oriented
  • Social media (Twitter, Instagram,)
  • Problem-solving
  • Understanding Customer Needs
  • Calm and Professional Under Pressure
  • Responding to Difficult Customers
  • Issue and Complaint Resolution
  • Upselling Products and Services
  • Customer Data Confidentiality
  • Courteous with Strong Service Mindset
  • Microsoft Dynamics

Timeline

Customer Service Representative

Amazon
11.2018 - Current

Customer Service Associate

2nd Avenue
04.2018 - 11.2018

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Digital Harbor

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Felicia Bongo