LeAnna Brown
Manchester,TN
Summary
Dynamic Customer Service Representative with extensive experience at Verizon Wireless, adept at conflict resolution and relationship building. Proven track record of enhancing customer satisfaction and loyalty through empathetic complaint handling and effective problem resolution. Skilled in Microsoft Office Suite and active listening, contributing to sales growth and team success.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Verizon Wireless
01.2009 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided responses to customer queries about 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.
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Associate of Applied Science - Medical And Billing Coding
University of Arkansas Grantham
Little Rock, AR11.2024
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Relationship building
- Problem resolution
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Microsoft outlook
- Call management
- Product knowledge
- Order processing
- Microsoft PowerPoint
- Microsoft Office Suite
- Prioritization
- De-escalation techniques
- Building rapport
- Technical support
- Filing
- Product sales
- Multi-line phone talent
- Research
- Account management
- Reading comprehension
- Spreadsheets
- Brand representation
- Information security
Timeline
Customer Service Representative
Verizon Wireless
01.2009 - Current
Associate of Applied Science - Medical And Billing Coding
University of Arkansas Grantham