JOSEPHINE BARBOSA
Scranton,PA
Summary
Dynamic Lead Customer Service Representative at the Social Security Administration Teleservice Center, recognized for enhancing customer satisfaction through effective complaint resolution and team training. Proven ability to boost team performance and efficiency, leveraging strong problem-solving skills and a professional telephone demeanor to achieve high-quality service standards.
Overview
10
10
years of professional experience
Work History
LEAD CUSTOMER SERVICE REPRESENTATIVE
SOCIAL SECURITY ADMINISTRATION TELESERVICE CENTER
07.2015 - Current
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients over phone to answer questions and address complaints.
- Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Established positive relationships with clients through regular follow-ups and personalized service offerings.
- Reviewed associate performance to identify training needs.
- Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
- Conducted regular team meetings to share best practices, discuss challenges, and foster a collaborative work environment.
- Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
- Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.
- Continuously sought opportunities for professional development and stayed current with industry trends to enhance job performance.
- Decreased average call time through effective problem-solving techniques and clear communication with customers.
- Collaborated with cross-functional teams to ensure seamless communication and coordination for customer inquiries.
- Improved first-call resolution rates by implementing troubleshooting guides for common issues faced by customers.
- Coordinated the implementation of agency wide policies affecting the Customer Service department.
- Developed and implemented training programs to improve staff knowledge and skills, leading to increased productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained staff on operating procedures and company services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Implemented and developed customer service training processes.
- Sought ways to improve processes and services provided.
Education
Bachelor of Science - POLITICAL SCIENCE
Pennsylvania State University
University Park, PA12-2014
Bachelor of Arts - LAW AND SOCIETY
Pennsylvania State University
University Park, PA12-2014
Skills
- Team training facilitation
- Effective call management
- Strategic time allocation
- Client support experience
- Proficient in resolving customer complaints
- Customer service proficiency
- Effective problem resolution
- Leadership in team development
- Effective telephone communication
- Customer needs assessment
- Basic computer proficiency
- Skilled in Microsoft Office tools
Timeline
LEAD CUSTOMER SERVICE REPRESENTATIVE
SOCIAL SECURITY ADMINISTRATION TELESERVICE CENTER
07.2015 - Current
Bachelor of Science - POLITICAL SCIENCE
Pennsylvania State University
Bachelor of Arts - LAW AND SOCIETY
Pennsylvania State University
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