Kathleen Swarbrick
Merrimack,NH
Summary
Resourceful and customer-centric professional with 15 years’ experience in delivering exceptional customer service and satisfaction. Possess an aptitude for sales and marketing strategies that secure rapid and lasting revenue results and long-term brand loyalty. Engaging and communicator with excellent negotiating abilities. Adept at promoting business growth and cultivating value-added customer relationships through exceptional work ethic. Collaborate with interdisciplinary personnel to achieve multiple boosting profitability and productivity. Organized and proactive Customer Service Sales Specialist thrives on meeting challenging goals and exceeding customer expectations. Highly motivated, independent worker with excellent problem-solving and analytical skills.
Overview
18
18
years of professional experience
Work History
Customer Service Representative/Sales
Verizon Communications Inc
11.2006 - Current
- Anticipate and promptly resolve customer concerns, complaints, billing inquiries, and payment extension/service requests
- Utilize de-escalation strategies to pacify angry customers and revive strained client relationships
- Surpass projected revenue goals by upselling various products and services to new and existing customers in residential and small business consumers
- Brainstorm methods to improve customer engagement journeys and benchmark service provision against industry regulations
- Leveraged industry expertise to seamlessly process approximately 800 inquiries each week; recognized for consistently exceeding established KPIs centered around adherence and maintaining accuracy while processing high volume workloads within busy corporate environment
- Promoted and managed process of continuous improvement of customer service standards by providing management with candid feedback from customers to influence strategy formulation
- Steered company toward achieving highest customer service ratings after an external audit – scored 100% communication skills, listening skills, problem resolution, and overall politeness
- Spearheaded improved customer interaction strategies that forged strong relationships with customers, expanded the client base, and boosted revenue.
Education
Associates Degree - Business Management
Northern Essex Community College
Culinary Arts - Culinary Science
Northern Essex Community College
Haverhill, MA06.2024
Skills
- Standard Operating Procedures
- Complaint Management
- Customer Relationship Management
- Resource Allocation
- Tactical Sales Initiatives
- De-escalation Strategies
- Relationship Building
- C-level Communication
Timeline
Customer Service Representative/Sales
Verizon Communications Inc
11.2006 - Current
Associates Degree - Business Management
Northern Essex Community College
Culinary Arts - Culinary Science
Northern Essex Community College
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