GENEVIEVE KEWATT

Customer Service Specialist

Lumen Telecommunications

06.1993 - Current

Resolved customer inquiries through various channels, ensuring timely and effective communication.
Collaborated with cross-functional teams to enhance service delivery processes and customer satisfaction.
Trained new team members on company policies, procedures, and customer service best practices.
Managed escalated issues, providing solutions that aligned with company standards and client expectations.
Developed training materials to streamline onboarding process for new hires in customer service department.
Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
Managed high call volume while maintaining a courteous and professional demeanor.
Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Enhanced customer satisfaction by resolving issues promptly and professionally.
Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Developed rapport with customers, fostering long-term relationships and repeat business.
Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
Met customer call guidelines for service levels, handle time and productivity.
Responded proactively and positively to rapid change.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Investigated and resolved customer inquiries and complaints quickly.
Followed up with customers about resolved issues to maintain high standards of customer service.
Trained new personnel regarding company operations, policies and services.
Maintained up-to-date knowledge of product and service changes.