Job Search Status
Open to workDesired start date: Immediately
Open To Work
Joann Flynn
Tampa,FL
Work Preference
Summary
Dynamic customer service professional with a proven track record at my previous company, adept at managing high call volumes and resolving complex issues. Recognized for exceptional communication skills and a commitment to excellence, I excel in fast-paced environments, leveraging technical knowledge to enhance customer satisfaction and drive operational success.
Overview
4
4
years of professional experience
Work History
Customer Instillation Service
Convergys
Valdosta, GA
03.2008 - 11.2011
- Managed 50-100 calls a day
- Was promoted to this job, after being with customer service for 1 1/2 years
- Was shortly after promoted to team leader
- Worked for customer installation support and also worked as customer service representative for extra hours or if there was an overload of calls due to computer and installation issues,
- Self-motivated, with a strong sense of personal responsibility.
- Adapted quickly to fast-paced settings, maintaining productivity and team collaboration.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
Customer Service Representative
Convergys
Valdosta, GA
11.2008 - 03.2011
- Managed 50 to sometimes 100 calls per day
- Was able to promote to customer inhalation support and then was promoted to team leader
- Resolved customer inquiries through various communication channels, ensuring timely and effective support.
- Processed customer orders and returns accurately, maintaining high levels of customer satisfaction.
- Assisted in troubleshooting technical issues with products, providing step-by-step guidance to users.
- Collaborated with team members to improve response times and enhance service delivery processes.
- Documented customer interactions in CRM system, ensuring accurate records for future reference.
- Participated in training sessions to stay updated on product knowledge and service protocols.
- Implemented feedback mechanisms to gather customer insights and improve service outcomes.
- Supported team in achieving operational goals by adhering to quality standards and procedures.
- 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.
- 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.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Improved resolution time with effective problem-solving for customer complaints.
Education
High School Diploma -
Hudson High School
Hudson FL 05.2000
Skills
Fast learner
Can handle a variety tasks
Adapts to any environment
Dependable
Fast typer
Very committed to perfection
Has knowledge of different workplace computer systems
Helped customers and installation company’s set up accounts, take payments, troubleshoot,
Always followed the rules to escalate if needed in order to keep customers happy
Timeline
Customer Service Representative
Convergys
11.2008 - 03.2011
Customer Instillation Service
Convergys
03.2008 - 11.2011
High School Diploma -
Hudson High School