Gloria Marcotte
Coral Springs,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in Merchant Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Customer Support Executive
National Transaction Corporation
Coral Springs, FL
12.2005 - 02.2023
- Performed troubleshooting on technical problems.
- Drove customer escalations to resolution by engaging directly with clients.
- Updated databases with new and modified customer data.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Mentored junior team members and managed employee relationships.
- Supported sales team members to drive growth and development.
- Conducted customer phone calls and in-person visits to maintain positive relationships.
- Increased customer satisfaction ratings 50% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Promoted additional products or services to meet customers' needs.
- Provided detailed information about products and services.
- Developed solutions to address customer complaints.
- Resolved customer issues in a timely manner.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Prevented key account losses by researching discrepancies and correcting problems.
- Led on- and off-site customer support teams across multiple time zones.
- Collaborated with colleagues to resolve complex customer queries.
- Scheduled and conducted product training sessions and customer health check-ins.
- Collected deposits or payments and arranged for billing.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Contributed ideas for process improvements within the team.
- Promoted available products and services to customers during service, account management and order calls.
- Assisted customers with product adoption and utilization to promote customer success.
- Excelled in exceeding daily credit card application goals.
- Conducted 100 outbound calls per day to assess ongoing customer needs and recommend solutions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Managed customer accounts using CRM software tools.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Generated reports to track customer satisfaction levels.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Determined accurate prices for credit card customer services, consistently searching for deals and best prices.
- Answered customer inquiries via phone, email, and chat.
- Maintained accurate records of customer interactions.
- Assisted customers with product installation and setup.
- Provided top quality control and eliminated downtime to maximize revenue.
- Participated in regular meetings with other departments.
- Made recommendations for enhancements to communications, tools, capabilities and product lines to improve customer experience.
- Responded to customer concerns and implemented changes to accounts to resolve issues.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Took special orders in person and over telephone, generating additional revenue every month.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Provided support during peak periods of activity.
- Answered unlimited calls per shift to assist with customer questions and concerns.
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Delivered products to customer locations on time.
- Planned and completed group projects, working smoothly with others.
- Worked with cross-functional teams to achieve goals.
- Collaborated with others to discuss new opportunities.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Completed day-to-day duties accurately and efficiently.
- Maintained schedule of class assignments to meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
Education
High School Diploma -
Canarsie High School
New York, NY06-1983
Skills
- Cost-Reduction Strategies
- Retail Operations Management
- Complaint Resolution
- Quality Control
- Complaint Handling
- Order Fulfillment
- Customer Service
- Direct Sales
- Needs Assessment
- De-Escalation Techniques
- Account Management
- Call Documentation
- Regulatory Compliance
- Customer Data Confidentiality
- Office Equipment Proficiency
- Shipping and Receiving Understanding
- Customer Service Excellence
- Teamwork and Collaboration
- Report Generation
- Remote Office Availability
- Product Knowledge
- Billing Adjustments and Refunds
- Account Updates
- Data Entry
- Credit Card Payment Processing
- Product and Service Knowledge
- Transaction Processing
- Product Recommendations
- Issue and Complaint Resolution
- Professional Telephone Demeanor
- Calm and Professional Under Pressure
- Order and Refund Processing
- Merchandise Orders and Exchanges
- System Implementation
- Microsoft Office
- Multi-Line Phone Systems
- POS Systems and Ordering Platforms
- Receiving Support
- CRM Software
- Inbound and Outbound Calling
- Route Management
- Complaint Investigation
- Administrative and Office Support
- Customer Account Management
- Customer Relationship Management (CRM)
- Sales Transactions
- Report Preparation
- Computer Skills
- Understanding Customer Needs
- Relationship Building
- Inbound Call Management
- Cross-Functional Collaboration
- Problem Resolution
- LiveChat Messaging
Timeline
Customer Support Executive
National Transaction Corporation
12.2005 - 02.2023
High School Diploma -
Canarsie High School
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