Karen Hood
Wooster,OH
Summary
Customer service professional with 32 years of experience in complaint resolution and relationship management. Proven track record of delivering exceptional service and enhancing customer satisfaction. Expertise in building strong customer relationships and resolving issues effectively.
Overview
33
33
years of professional experience
Work History
Customer Service Representative
The Wooster Brush Company
Wooster, Ohio
09.1993 - Current
- Processed orders accurately and efficiently using company systems.
- Collaborated with team members to ensure seamless service delivery.
- Handled returns and exchanges following company policies and procedures.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Took special orders in person and over telephone, generating additional revenue every month.
- Assisted customers in selecting products that meet their needs effectively.
- Maintained product knowledge to advise customers on features and benefits.
- Trained new staff on customer service protocols and best practices.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
Education
Associate of Applied Science - Business Administration And Management
Akron University
Akron, OH05-2021
Skills
- Order processing
- Customer support
- Complaint resolution
- Product knowledge
- Administrative tasks
- Customer relationship management
- Sales support
- Data tracking
- Problem solving
- Effective communication
- Team collaboration
- Conflict resolution
- Time management
- Microsoft outlook
- Inbound and outbound calling
- Credit adjustments
- Verbal and written communication
- Multitasking and organization
- Technical troubleshooting
- Professional telephone demeanor
- Order fulfillment
- Adaptability and flexibility
- Documentation
- Typing proficiency
References
References available upon request.
Timeline
Customer Service Representative
The Wooster Brush Company
09.1993 - Current
Associate of Applied Science - Business Administration And Management
Akron University