Joann Cuellar
El Paso,TX
Summary
Enthusiastic Senior Customer Service Representative with more than 7 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
9
9
years of professional experience
Work History
Senior Customer Service Representative
Showing Time
12.2015 - Current
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Assisted customers with product selection, troubleshooting and problem resolution.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Greeted customers and listened closely to problems described to determine solutions.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
Education
High School Diploma -
Hudsonville High School
Hudsonville, MI05.1996
Skills
- Customer Support
- Selling Skills
- Training and Development
- Order Management
- Articulate Communication
- Step Instructions
- Telephone Etiquette
- Database Maintenance
- Appointment Booking
- Staffing Oversight
- Coaching and Mentoring
- Examination Scheduling
- Inbound and Outbound Calling
- Business Writing
- Quality Assurance
- Obtaining Authorizations
- Resolving Complex Issues
- Information Updates
- Status Updates
- Issue Research
- Escalation Problem-Solving
- High-Volume Environments
- Complaint Resolution
- Answering Phones
- Special Requests
- Customer Relations
- Technical Support and Assistance
- System Corrections
- Conflict Resolution
- Goals and Performance
- Policy and Procedure Adherence
- Database Management
- International Reservations
- Good Communication Skills
- Providing Feedback
- Answering Client Questions
- Administrative and Office Support
- Troubleshooting
Timeline
Senior Customer Service Representative
Showing Time
12.2015 - Current
High School Diploma -
Hudsonville High School
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