Jennifer Byrne
Perkasie,PA
Summary
Proven Customer Support Representative at HOP Energy, adept in complaint handling, enhanced customer loyalty through exceptional service and problem resolution. Skilled in teamwork and active listening, consistently exceeded performance metrics, significantly reducing customer churn. Leveraged comprehensive product knowledge to become a pivotal resource, demonstrating a commitment to excellence and collaboration.
Overview
16
16
years of professional experience
Work History
Customer Support Representative
HOP Energy
03.2009 - Current
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Trained new hires on company policies, procedures, and best practices in customer support roles.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Collaborated with team members to identify areas of improvement in customer service protocols.
- Initiated proactive follow-ups with clients to ensure their needs were met after initial interactions.
- Facilitated smooth communication between support team and other departments, optimizing resolution of customer issues.
- Managed high call volumes with focus on quality and efficiency, ensuring customer inquiries were resolved promptly.
- Fostered supportive team environment, sharing knowledge and troubleshooting tips to enhance overall service quality.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Exceeded performance metrics by consistently providing high-quality support to clients.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Participated in cross-functional teams working towards company-wide goals, showcasing adaptability and commitment to broader objectives beyond individual role responsibilities.
- Reduced customer churn by empathetically addressing their concerns and advocating for their needs within company.
- Developed comprehensive product knowledge, becoming go-to resource for both customers and colleagues.
Education
Palisades
Kintnersville, PASkills
- Customer Success Management
- Complaint Handling
- Customer service excellence
- Attention to Detail
- Teamwork and Collaboration
- Active Listening
- Microsoft Windows and Office
- Customer Service
- Customer service expert
- Friendly and Patient
Timeline
Customer Support Representative
HOP Energy
03.2009 - Current
Palisades
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