Gary Black
JACKSONVILLE
Summary
Dynamic Customer Service Representative with proven expertise at the Department of Treasury, IRS. Skilled in conflict resolution and active listening, I consistently exceeded performance metrics and enhanced customer loyalty through personalized solutions. Recognized for transforming complaints into positive testimonials, I effectively trained new staff, fostering a culture of excellence in service delivery.
Overview
36
36
years of professional experience
Work History
Customer Service Representative
Department Of Treasury, IRS
10.1989 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Education
Bachelor Of Science - Marketing Management
Florida State University
08.1982
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint handling
- Computer proficiency
- Complaint resolution
- Professional telephone demeanor
- Microsoft outlook
- Paperwork processing
- Staff training
- Customer education
- Account updating
- Staff education and training
Timeline
Customer Service Representative
Department Of Treasury, IRS
10.1989 - Current
Bachelor Of Science - Marketing Management
Florida State University
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