Summary
Overview
Work History
Education
Skills
Timeline
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Raque Hardy

Peoria,IL

Summary

Personable Member Service Representative offering 25 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.

Overview

29
29
years of professional experience

Work History

Call Center Representative

Liveops
11.2022 - Current
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Customer Service Representative

Ledbetter Insurance Agency
03.2017 - 11.2022
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating. 2019 and 2020 Peoria Best of The Best Winner!

Manager

Townehouse Motel
10.2005 - 03.2017
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Maximized performance by monitoring daily activities and mentoring team members.

Manager

Grandview Hotel
09.1995 - 10.2005
  • Developed and maintained relationships with customers and suppliers through account development.

Education

High School Diploma -

Richwoods High School
Peoria, IL
05.1996

Skills

  • Problem-solving skills
  • Customer Support
  • Data Entry
  • Customer Service
  • Call Center Customer Service
  • Verbal and written communication
  • Resolving issues
  • Inbound phone calls
  • Call Center Operations
  • Customer communications
  • Answering questions
  • Complaint resolution

Timeline

Call Center Representative

Liveops
11.2022 - Current

Customer Service Representative

Ledbetter Insurance Agency
03.2017 - 11.2022

Manager

Townehouse Motel
10.2005 - 03.2017

Manager

Grandview Hotel
09.1995 - 10.2005

High School Diploma -

Richwoods High School

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Raque Hardy