Heather Clark
Kent,OH
Summary
Dynamic customer service professional with extensive experience at LeafFilter, recognized for exceptional conflict resolution and active listening skills. Proven track record in enhancing customer satisfaction and loyalty through effective problem-solving and upselling. Proficient in CRM software and adept at managing high-pressure situations, consistently exceeding performance metrics.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
LeafFilter
Hudson, OH
07.2019 - 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.
- 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.
- 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.
- Participated in training programs to enhance product knowledge and customer service skills.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
Administrative Assistant
Venture Data
Kent, OH
06.2015 - 07.2019
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Maintained inventory of office supplies and placed orders.
- Improved staff morale by organizing recognition programs, acknowledging outstanding contributions and fostering positive work culture.
- Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
Skills
- Customer service
- Call center experience
- Computer proficiency
- Microsoft Excel
- Professional telephone demeanor
- Microsoft outlook
- Call management
- Product knowledge
- Appointment scheduling
- Customer relationship management (CRM)
- Product sales
- Multi-line phone talent
Timeline
Customer Service Representative
LeafFilter
07.2019 - Current
Administrative Assistant
Venture Data
06.2015 - 07.2019
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