Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Irene Mapes

Irene Mapes

Aurora,CO

Summary

Dynamic Customer Service Representative with extensive experience at AT&T Mobility, excelling in conflict resolution and active listening. Recognized for transforming customer complaints into positive testimonials, enhancing loyalty and retention. Proven ability to exceed performance metrics while maintaining professionalism under pressure, showcasing strong product knowledge and exceptional problem-solving skills.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

18
18
years of professional experience

Work History

Customer Service Representative

Concentrix
06.2020 - 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 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.
  • 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.

Customer Service Representative

GCS Global Call Center Solutions
05.2018 - 06.2020
  • 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.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Customer Service Representative

AT&T Mobility
10.2006 - 04.2018
  • 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.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • 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.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Investigated and resolved customer inquiries and complaints quickly.

Education

High School Diploma -

Central High School
Grand Junction, CO
05-1980

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Call center experience
  • Conflict resolution
  • Complaint handling
  • Payment processing
  • Professional telephone demeanor
  • Call management
  • Product knowledge
  • Order processing
  • De-escalation techniques
  • Building rapport
  • Technical support
  • Quality control
  • Live chat support
  • Customer education
  • Microsoft outlook
  • Microsoft Excel

Accomplishments

  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Supervised team of 12 staff members.

Timeline

Customer Service Representative

Concentrix
06.2020 - Current

Customer Service Representative

GCS Global Call Center Solutions
05.2018 - 06.2020

Customer Service Representative

AT&T Mobility
10.2006 - 04.2018

High School Diploma -

Central High School

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Irene Mapes