George Wright
Auburn,ME
Summary
Dynamic Customer Service Representative with proven expertise at Charter Spectrum, excelling in problem resolution and relationship building. Enhanced customer satisfaction through effective conflict mediation and personalized solutions, contributing to increased loyalty. Proficient in CRM software and adept at managing high-stress situations, ensuring exceptional service delivery and client retention.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Charter Spectrum
South Portland, ME
11.2016 - 12.2025
- Assisted customers with account management, ensuring accurate information updates.
- Collaborated with team members to streamline service processes, enhancing response times.
- Handled billing inquiries and disputes, demonstrating strong problem-solving skills.
- Provided exceptional customer support via phone, resolving inquiries efficiently.
- Educated customers on products and services, contributing to improved satisfaction rates.
- Utilized CRM software to track customer interactions and maintain detailed records.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Monitored customer feedback and suggested process improvements to enhance service delivery.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Improved resolution time with effective problem-solving for customer complaints.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Education
High School Diploma -
Chariho Regional High School
453 Switch Rd, Wood River Junction, RI 0289406-1987
Skills
Customer service
Active listening
Critical thinking
Data entry
Customer relations
Problem resolution
Relationship building
Call center experience
Computer proficiency
Conflict resolution
Complaint handling
Complaint resolution
Payment processing
Client relations
Microsoft Excel
Professional telephone demeanor
Customer satisfaction measurement
Call center operations
Microsoft outlook
Scheduling
Product knowledge
Paperwork processing
Appointment scheduling
Order processing
Documentation
Team development
Customer relationship management (CRM)
De-escalation techniques
Building rapport
Quality control
Live chat support
Dispute resolution
Customer education
Product sales
Product and service solutions
Multi-line phone talent
Coordination
Assertiveness
Order fulfillment
Research
Account management
Reading comprehension
Conflict mediation
Office equipment proficiency
Escalation management
Shipping and logistics
Timeline
Customer Service Representative
Charter Spectrum
11.2016 - 12.2025
High School Diploma -
Chariho Regional High School