Katie Maggard

• Handled over 80 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
• Consulted with outside parties to resolve discrepancies and create effective solutions
• Responded to customer requests for products, services and company information
• Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge
• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
• Effectively communicated with customers about account changes, new services potential upgrades
• Cross-trained and provided back up for customer service managers

Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service

• Adhered to company policies and scripts to consistently achieve call-time and quality standards
• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
• Maintained accurate and current customer account data with manual forms processing and digital information updates
• Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores
• Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
• Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
• Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response
• Received multiple positive reviews acknowledging dedication to excellent customer service
• Consistently maintained 100% customer service satisfaction ratings through quality control
• Described and explained details about account options to inform customers and guide purchasing decisions
• Educated customers on product and service details and information
• Resolved issues by coordinating with appropriate department
• Communicated with customers to assess and address individual needs, providing timely and quality support via computer systems
• Assisted team leaders by providing daily status and performance proper dept
• Assisted team leaders by providing daily status and Pedro
• Manche reports to provide information on areas for improvement
• Maintained customer satisfaction rate of 10

• Maintained current knowledge of store promotions and highlighted sales to customers.
• Monitored self-checkout systems and provided assistance or intervention where required.
• Restocked, arranged and organized merchandise in front lanes to drive product sales.
• Requested official identification for restricted purchases and verified details, consistently meeting strict legal standards of underage sales
• Served needs of more than 300 customers in busy retail environment.
• Verified over $1000.00 of cash and credit payments daily.
• Educated customers on promotions to enhance sales.
• Helped customers manage large purchases by collecting items from shelves and storage locations.