Fuchsia Hancock
Austin,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Mercedes-Benz Finans
05.2024 - Current
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered prompt service to prioritize customer needs.
- Assisted customer with their end of lease plans, helping with purchasing the vehicle or financing
Customer Service Representative
Austin Energy
08.2022 - 05.2023
- Helped customers with their utilities bill, as well helped with outages during storms, or ice days
- Assisted with setting up payment plans for the customers that was eligible.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
ARISE
03.2020 - 06.2021
- Work from position for Home Depot, Help customer with there purchases
- Handled customers inquiries about orders , missing orders and returns
- Also work with store to help with customers needs and help with damaged items and help customer with replacement.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Managed timely and effective replacement of damaged or missing products.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
Gila LLC
01.2018 - 08.2018
- Help customer with payment for toll accounts and helped set up accounts for future tolls crossings
- Handled escalated request as well
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Starwood Hotel and Resorts
05.2017 - 11.2017
- Helped customer make reservations for future trips or vacation
- Also up sale to the customer, cancel reservations if needed to.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Abbot nutrition
08.2016 - 07.2017
- Also answer any questions the customers inquired.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained up-to-date knowledge of products
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Helped customers complete purchases
- Addressed customer needs and made product recommendations to increase sales.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Customer Service Representative
General motors
06.2015 - 08.2015
- Assisted customers with rentals while vehicle was getting fixed.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Resolved customer issues and escalated complex issues to manager and district manager.
- Kept records of inquiries, complaints and comments.
- Engaged with customers to effectively build rapport and lasting relationships.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Customer Service Representative
Maximus
06.2015 - 08.2015
- Took inbound calls to help clients and assist them with enrollment in to there medicated.
- Answered any questions the customer was inquiring.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Educated patients on importance of preventive health care and insurance coverage.
- Coordinated patient's care by facilitating caregiver access to medical home providers and resources to meet patient needs.
- Handled high volume of inbound calls per shift to offer callers assistance with health care plans, for adults and children.
- Assisting customers with choosing providers with their plans,Following up with provider's to make sure customer was assigned.
Education
Diploma -
Lanier High school
Skills
- Product Knowledge
- Data Entry
- Reading Comprehension
- Order Fulfillment
- CRM Software
- Complaint Handling
- Call center experience
- Problem-solving abilities
- Live chat support
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative
Mercedes-Benz Finans
05.2024 - Current
Customer Service Representative
Austin Energy
08.2022 - 05.2023
Customer Service Representative
ARISE
03.2020 - 06.2021
Customer Service Representative
Gila LLC
01.2018 - 08.2018
Customer Service Representative
Starwood Hotel and Resorts
05.2017 - 11.2017
Customer Service Representative
Abbot nutrition
08.2016 - 07.2017
Customer Service Representative
General motors
06.2015 - 08.2015
Customer Service Representative
Maximus
06.2015 - 08.2015
Diploma -
Lanier High school
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