Frances Alves
Mt Holly,NC
Summary
Dynamic Senior Customer Service Representative with a proven track record at Genuine Parts Co, excelling in complaint resolution and customer support. Known for enhancing customer satisfaction through effective communication and empathetic relationships, while leveraging quality assurance and payment processing expertise to drive repeat business and exceed service standards.
Overview
17
17
years of professional experience
Work History
Senior/Lead Customer Service Representative
Genuine Parts Co
03.2007 - 01.2024
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Engaged clients in person and over phone to answer questions and address complaints.
- Established positive relationships with clients through regular follow-ups and personalized service offerings.
- Reviewed associate performance to identify training needs.
- Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
- Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.
- Continuously sought opportunities for professional development and stayed current with industry trends to enhance job performance.
- Collaborated with cross-functional teams to ensure seamless communication and coordination for customer inquiries.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Education
No Degree - Nursing
UNCC
CharlotteSkills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
Timeline
Senior/Lead Customer Service Representative
Genuine Parts Co
03.2007 - 01.2024
No Degree - Nursing
UNCC
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