Julie Kumara
Columbus,WI
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Solid team player, with upbeat attitude and proven skill in establishing rapport with customers. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Customer Relations Specialist
Elite Power Brokers, LLC
Royal Oak , MI
05.2015 - 12.2023
- Effectively communicated and fostered positive relationships with customers.
- Handled high volume of inbound and outbound calls while addressing customer concerns over billing inquiry, service applications, and collection matters.
- Communicated with customers through various channels (phone, email, online chat, social media or in person) to provide support and information on products and services, entered orders, canceled accounts, & obtained details of customers’ complaints or concerns.
- Actively listened to customer concerns or questions showing interest and displaying empathy.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Consulted with customers to resolve service, billing procedures, processed payments and provided payment option setup assistance.
- Collaborated with other departments to ensure timely resolution of customer issues.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Provided product information, pricing and delivery details to customers.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Served as a liaison between customers and internal teams when needed.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Promoted available products and services to customers during service, account management and order calls.
- Updated databases with new and modified accurate records of customer data.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Developed relationships with customers to ensure repeat business.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Resolved customer complaints promptly and efficiently.
- Delivered products to customer locations on time.
- Worked with cross-functional teams to achieve goals.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Maintained updated knowledge through continuing education and advanced training.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Performs other related duties as assigned: using Microsoft Office, creating spreadsheets with excel, adapting to company specific software, tax preparation, and Data Entry.
- Completed continuing education and training programs for professional development.
- Participated in team meetings to share best practices regarding customer relations management.
- Coordinated calls, meetings, and communications between management & customers.
- Referred customers to business partners based on individual preferences and demographics.
- Expressed appreciation for patronage, inviting, and encouraging customer return visits.
- Strengthened customer retention by offering discount options.
- Supported sales team members to drive growth and development.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Advised customers on company policies, procedures and regulations related to the product or service they purchased.
Education
Master of Arts - Education
Saint Mary's University of Minnesota
Winona, MN06-2021
Skills
- Account Management
- Complaint Resolution
- Order Fulfillment
- Complaint Handling
- Delivery Scheduling
- Customer Service
- Data Entry & Collection
- Customer Satisfaction
- Issue Resolution
- Shipping and Receiving Understanding
- Customer Engagement
- Promotional Support
- Microsoft Office
- Administrative Support
- Microsoft PowerPoint
- Inbound and Outbound Calling
- Schedule Mastery
- Clerical Support
- Problem-Solving Abilities
- Customer Correspondence
- Professional Telephone Demeanor
- Paperwork Processing
References
References available upon request.
Timeline
Customer Relations Specialist
Elite Power Brokers, LLC
05.2015 - 12.2023
Master of Arts - Education
Saint Mary's University of Minnesota
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