Jon Carrington

Customer Service Representative

DIRECTV/AT&T

11.2014 - 05.2025

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.
Collaborated with team members to develop best practices for consistent customer service delivery.
Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Participated in training programs to enhance product knowledge and customer service skills.
Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Identified and resolved discrepancies and errors in customer accounts.
Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Promptly responded to inquiries and requests from prospective customers.
Educated customers about billing, payment processing and support policies and procedures.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Maintained up-to-date knowledge of product and service changes.
Exhibited high energy and professionalism when dealing with clients and staff.
Investigated and resolved customer inquiries and complaints quickly.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.