Summary
Overview
Work History
Education
Skills
Timeline
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Gail London

Oak Forest,IL

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 and providing customized solutions to build loyalty.

Overview

18
18
years of professional experience

Work History

Remote Customer Relations Representative

People Ready
07.2023 - 12.2023
  • Process inbound orders from existing and prospective customers, including pricing, order entry, order fulfillment and customer feedback
  • Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
  • Exceeded performance targets with consistent delivery of high-quality service to clients.
  • Reduced response time by implementing efficient processes for handling customer requests and concerns.
  • Developed rapport with customers by maintaining clear communication lines, fostering trust, and demonstrating empathy.
  • Improved company reputation through attentive listening, understanding, and addressing customer needs effectively.
  • Coordinated with multiple departments to address complex customer issues efficiently and effectively.
  • Handled high-pressure situations calmly, ensuring positive outcomes for both the client and the business.
  • Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
  • Responded to customer requests for products, services, and company information.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.


Customer Service Representative

Hazel Crest Park District
01.2018 - 03.2020
  • Responsible for acting as a liaison between customers and the park district
  • Responsible for assisting in daily operations of the park district, fitness center, and family recreation center
  • Answered constant flow of customer calls with minimal wait times.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Receptionist

Creations Events
03.2010 - 12.2017
  • Excelled at exceptional client services in order to provide a courteous and rewarding experience.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
  • Assisted in the planning of office events and meetings, ensuring smooth execution and positive outcomes.
  • Increased customer retention rates through exceptional communication skills and problem-solving abilities.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
  • Facilitated clear communication between staff members by distributing memos and announcements in a timely manner.
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Responded to inquiries from callers seeking information.

Customer Service Representative (Seasonal)

H&R Block
01.2006 - 04.2012
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.

Education

Associate’s Degree -

Rasmussen University
01.2021

Skills

  • Issue Resolution
  • Professional Telephone Demeanor
  • Microsoft Outlook
  • Call Center Operations
  • Problem-Solving Abilities
  • Customer Engagement
  • Customer Service
  • Customer Satisfaction
  • Interpersonal Skills
  • Time Management
  • Positive Attitude
  • Inbound Call Management

Timeline

Remote Customer Relations Representative

People Ready
07.2023 - 12.2023

Customer Service Representative

Hazel Crest Park District
01.2018 - 03.2020

Receptionist

Creations Events
03.2010 - 12.2017

Customer Service Representative (Seasonal)

H&R Block
01.2006 - 04.2012

Associate’s Degree -

Rasmussen University

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Gail London