Dedicated professional with a proven ability to enhance customer satisfaction and streamline service operations. Skilled in conflict resolution, both with customers and interagency staff, and adept at implementing best practices to improve team productivity. Recognized for exceptional communication, active listening, and analytical problem-solving skills, delivering customized solutions to meet customer needs and foster loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Twin Maples Veterinary Hospital
03.2021 - Current
Responded to customer requests for products, services, and company information, providing tailored support and recommendations.
Investigated and resolved customer inquiries, complaints, and discrepancies in accounts promptly, ensuring high standards of service.
Trained new staff on company operations, policies, and services, and cross-trained to support other customer service managers.
Identified and implemented process improvements to enhance service delivery, increase efficiency, and boost team productivity.
Promoted operational best practices and monitored team performance, providing feedback to optimize productivity.
Exhibited professionalism and high energy in client and staff interactions, fostering a welcoming and positive customer experience.
Delivered exceptional customer service by leveraging extensive product knowledge and creating positive customer experiences.
Assisted customers in locating and obtaining out-of-stock products based on their specific needs and requests.
Managed resolution of accounting, service, and delivery concerns, and educated customers about billing and payment policies.
Followed up on resolved issues to ensure ongoing customer satisfaction and maintain service standards.
Handled replacement of damaged or missing products efficiently, maintaining high standards of service.
Adhered to customer call guidelines, meeting service levels, handle time, and productivity metrics.
Monitored cash drawers across multiple checkout stations to maintain adequate cash supply.
Developed empathetic client relationships, earning a reputation for exceeding service goals.
Responded proactively and positively to rapid changes, adapting to new challenges effectively.
Promptly addressed customer concerns with empathy, swiftly resolving problems to promote a superior experience.
Trained staff on operating procedures and company services to ensure consistent service quality.
Family Service Representative
Woodland Cemetery and Arboretum
10.2014 - 10.2020
Assisted a high volume of customers daily with a positive attitude and a focus on customer satisfaction.
Provided friendly, knowledgeable service and promptly resolved customer concerns and complex issues.
Scheduled appointments for more complex inquiries, ensuring effective problem resolution.
Maintained productivity and quality standards while responding to requests for products, services, and information.
Quickly addressed inquiries from prospective customers, enhancing engagement and satisfaction.
Developed and maintained a detailed database to support promotional sales initiatives.
Increased team efficiency by monitoring productivity, providing feedback, and implementing targeted operational improvements.
Established a collaborative service environment to optimize customer support and foster teamwork.
Promoted a superior customer experience by demonstrating empathy, addressing concerns, and resolving problems swiftly.
Identified opportunities for process improvements to enhance service delivery and customer satisfaction.
Followed through on critical inter-departmental escalations, contributing to higher customer retention rates.
Implemented and developed training processes to elevate customer service standards.
Delivered prompt service to prioritize customer needs and maintain high service levels.
Coordinated with sales, marketing, and management teams to develop solutions and achieve shared objectives.
Followed up with customers on resolved issues to uphold high service standards.
Built highly empathetic client relationships, earning a reputation for exceeding service goals.
Met customer call guidelines for service levels, handle time, and productivity metrics.
Collaborated with staff to enhance the customer service experience and exceed team goals.
Education
Bachelor of Arts - History
John Carroll University
Cleveland, OH
08.2007
Skills
Customer Service & Communication
Customer Service
Client Relations
Building Rapport
Active Listening
Professional Telephone Demeanor
Call Management
Live Chat Support
Call Triaging
Complaint & Dispute Resolution
De-Escalation Techniques
Conflict Resolution & Mediation
Sales & Product Knowledge
Consultative Sales
Strategic Sales Knowledge
Product Sales
Service Upselling
Sales Closing
Product Knowledge
Product Education
Promotional Support
Administrative & Clerical Support
Appointment Scheduling
Call Management
Multi-Line Phone Talent
Administrative Support
Clerical Support
Minute Taking
Filing
Paperwork Processing
Travel Planning
Data Management & Analysis
Data Collection
Data Entry
Account Updating
Documentation
Recordkeeping Strengths
Proofreading
Research
Operations & Process Improvement
Process Optimization
System Implementation
Quality Assurance Controls
Quality Control
Coordination
Follow-Up Skills
Prioritization
Team Development & Training
Team Development
Staff Education and Training
Technical Skills
Microsoft Outlook
Microsoft PowerPoint
Computer Proficiency
Information Security
Problem-Solving & Critical Thinking
Problem-Solving Abilities
Critical Thinking
Problem Resolution
Animal rescue, sewing, hiking, traveling
I foster rescue animals through Robyn's Nest Animal Rescue based in Germantown, OH. I regularly volunteer in the shelter and assist with animal care, cleaning, and stocking products. In my spare time I enjoy sewing, hiking, and travel.
Timeline
Customer Service Representative
Twin Maples Veterinary Hospital
03.2021 - Current
Family Service Representative
Woodland Cemetery and Arboretum
10.2014 - 10.2020
Bachelor of Arts - History
John Carroll University
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