Joanna Parker
QRM LLC
Kinston,NC
1
Language
6
years of professional experience
Experienced Customer Service Representative specializing in high-volume contact center and remote support. Delivers empathetic assistance through phone and written communication, efficiently resolving inquiries and documenting cases. Excels in managing inbound calls and maintaining accurate electronic records. Strong in client communication, data entry, order processing, and troubleshooting, contributing to effective collaboration within teams.
Work History
Remote Catastrophe Customer Service Representative
1 Year 9 Months- Provide professional, empathetic customer support in a high-volume remote contact center environment.
- Handled inbound customer inquiries, identified customer needs, researched account information, and provided accurate resolutions to enhance customer satisfaction.
- Troubleshoot account and service issues using critical thinking, research, and available resources.
- Research customer accounts and available resources to resolve questions and determine appropriate next steps.
- Documented customer interactions, account information, case details, actions taken, and resolutions in electronic systems to ensure comprehensive records.
- Accurately document customer interactions, account information, case details, actions taken, and resolutions in electronic systems.
- Navigate multiple systems, applications, and customer records simultaneously while maintaining accuracy and productivity.
- Explain processes, requirements, procedures, and next steps clearly and professionally.
- Escalate complex issues to appropriate internal departments and collaborate with team members to obtain accurate solutions.
- Manage multiple customer requests and documentation responsibilities while maintaining service and accuracy standards.
- Adapt quickly to changing workflows, systems, procedures, and customer requirements.
- Collaborated with internal teams to research issues and supported timely case resolution to improve overall service efficiency.
- 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.
Customer Service Agent
5 Months- Managed more than 80 inbound customer calls daily in a high-volume contact center environment.
- Provided professional, solution-focused customer service while identifying needs and resolving account and service concerns.
- Used active listening and effective questioning to understand customer issues and determine appropriate solutions.
- Utilized active listening and effective questioning to diagnose customer issues and deliver tailored solutions.
- Conducted thorough research of customer accounts and information to accurately address inquiries and resolve concerns.
- Provided clear explanations of processes, requirements, and next steps.
- Navigated multiple computer systems and customer records simultaneously while maintaining efficient call handling.
- Used critical thinking and problem-solving skills to troubleshoot challenging customer situations.
- Escalated complex issues requiring additional assistance to appropriate team members.
- Maintained professional telephone etiquette and strong written and verbal communication.
- Followed established procedures, workflows, quality standards, and privacy requirements.
- Demonstrated professionalism, reliability, and accuracy while ensuring customer satisfaction in a fast-paced environment.
Education
Some College (No Degree) - Early Childhood Education
Skills
Customer support
Client Services
Client services
Account support
Inquiry management
Case Resolution
High-Volume Call Handling
Proactive Outreach
Email assistance
Phone assistance
Client Education
Customer training
Languages
English
Native or Bilingual
Timeline
Remote Catastrophe Customer Service Representative
QRM LLC
11.2024 - CurrentRead More
Customer Service Agent
MASS MARKETS
01.2021 - 06.2021Read More
Bowie State University
Some College (No Degree) from Early Childhood Education
Read More