Kelly Robinson
Carterville,IL
Summary
Adept at conflict mediation and call management, I significantly enhanced customer satisfaction and productivity at GTE/Verizon Telephone Company. Leveraging high-energy attitude and comprehensive problem resolution skills, I drove service improvements and supported sales growth, consistently exceeding service goals and contributing to positive customer experiences.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
GTE/Verizon Telephone Company
Carbondale, IL
03.2009 - 08.2019
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Collected deposits or payments and arranged for billing.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Updated system with order specifics and customer details, preferences, and billing information.
- Contacted customers about potential service upgrades, new services and account changes.
- Took special orders in person and over telephone, generating additional revenue every month.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Updated databases with new and modified customer data.
Education
High School Diploma -
Mt Carmel High School
Mt Carmel, IL05-1983
Skills
- Scheduling
- Account updating
- Call Management
- Information Security
- Inbound and Outbound Calling
- Report Generation
- Data Entry
- Opening and closing accounts
- Multi-line phone talent
- Conflict Mediation
- Support case resolution
- Customer consulting
- High-energy attitude
- Problem Resolution
- Call escalation
- Live chat support
Kelly Robinson
My job was shipped overseas. I then took these last years to assist in helping with my 7 grand children. All were born within these same years. I am very blessed to have had the time to do this. Now, they are older, in school and busy with various activities. I am looking forward to working again. I love the fact that I can be helping others in someway and making every customers experience the very best. Thank You!
Timeline
Customer Service Representative
GTE/Verizon Telephone Company
03.2009 - 08.2019
High School Diploma -
Mt Carmel High School
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