Jennifer Byrd
venice,Florida
Summary
Dynamic Customer Care Coordinator with a proven track record at Miter Brands, excelling in first call resolution and customer relations. Recognized for enhancing customer satisfaction and reducing complaints through proactive problem-solving. Skilled in training and mentoring, fostering a culture of excellence and commitment to service. Proficient in data entry and CRM systems.
Overview
15
15
years of professional experience
Work History
Customer Care Coordinator
Miter Brands
Venice, FL
03.2017 - Current
- Took ownership of customers issues to follow problems through to resolution.
- Assisted call-in customers with questions and orders.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Reduced customer complaints by proactively identifying potential issues and implementing solutions.
- Logged call information and solutions provided into internal database.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Explained charges, fees, terms of sales, and service agreements to over [Number] customers daily.
- Created customer support strategies to increase customer retention.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
Customer Service Representative
Tervis
Venice, FL
03.2010 - 03.2017
- 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.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in training programs to enhance product knowledge and customer service skills.
- Improved resolution time with effective problem-solving for customer complaints.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
Education
Torrington High School
Torrington, CTSkills
- Patience and composure
- Inbound customer service
- Strong organization
- Customer relations
- Training and mentoring
- First call resolution
- Data entry proficiency
- Customer relationship management
Timeline
Customer Care Coordinator
Miter Brands
03.2017 - Current
Customer Service Representative
Tervis
03.2010 - 03.2017
Torrington High School
Dale Carnegy
Participated in the Dale Carnegy business program and also mentored a class as well