Hali Roberts
Banks,AL
Summary
Dynamic customer service professional with extensive experience at Pike County Commissioners, excelling in complaint handling and relationship building. Proven track record of enhancing customer satisfaction through active listening and effective problem-solving. Proficient in CRM software, ensuring efficient service delivery and fostering long-term client loyalty.
Overview
5
5
years of professional experience
Work History
CSR 1
Pike County Commissioners
Troy, AL
01.2023 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Collaborated with management to develop strategies for enhancing overall customer experience.
Quality Assurance Specialist
Southern Classic Food Group
Brundidge, AL
09.2022 - 12.2022
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
- Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Collaborated with cross-functional teams to develop robust quality assurance strategies for new products.
Assistant Manager
Dollar General
Dothan, AL
10.2020 - 09.2022
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
Education
Pike County Highschool
Brundidge, AL05.2012
Skills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
- Customer service
- Active listening
- Critical thinking
- Professional telephone demeanor
- Conflict resolution
- Microsoft outlook
- Relationship building
- Computer proficiency
- Customer relations
- Documentation
- Payment processing
- Data entry
- Office equipment proficiency
Timeline
CSR 1
Pike County Commissioners
01.2023 - Current
Quality Assurance Specialist
Southern Classic Food Group
09.2022 - 12.2022
Assistant Manager
Dollar General
10.2020 - 09.2022
Pike County Highschool