Kortney Pohler
Fort Lauderdale
Summary
Driven Customer Service Representative with a proven track record of enhancing customer satisfaction and managing client relationships. Skilled in effective communication and problem-solving, consistently achieving high ratings in post-interaction surveys. Dynamic Customer Service Representative with expertise in escalation handling and client relationship management. Recognized for achieving a 92% increase in customer satisfaction scores through proactive solutions and cross-functional collaboration. Committed to enhancing the customer experience by identifying process improvements. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
ACA group
Fort Lauderdale
02.2024 - 03.2026
- Provided exceptional customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time targets
- Demonstrated strong product knowledge to assist customers with making informed purchasing decisions
- Processed returns and exchanges efficiently, maintaining accurate records and inventory levels
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner
- Utilized CRM software to track customer interactions, update account information, and document case details
- Identified opportunities for process improvement and made recommendations to enhance the overall customer experience
- Assisted in training new team members on company policies, procedures, and best practices for delivering excellent customer service
- Achieved 92% increase in customer satisfaction scores through proactive problem-solving techniques
- Recognized as top-performing associate for consistently achieving high ratings on post-interaction surveys
- Maintained up-to-date knowledge of product features, pricing, promotions, and company policies to provide accurate information to customers
- Resolved billing discrepancies promptly by working closely with the finance department to investigate and correct errors
- Effectively handled escalated situations by remaining calm under pressure and de-escalating tense conversations with
Education
High School Diploma -
Huntington North High School
Huntington, IN05-2013
Skills
- Client relationship management
- Customer retention strategies
- Billing dispute resolution
- Problem solving
- Escalation handling
- Effective communication
- Time management
- Courteous demeanor
- Empathy and patience
- Credit card payment processing
- Critical thinking
- Spreadsheets
- Active listening
- Proofreading
- Call management
- Microsoft Office Suite
- CRM software utilization
- Process improvement
- Complaint resolution
- Product knowledge
- Cross-functional collaboration
- Refunds processing
- Account management
- Customer relations
Timeline
Customer Service Representative
ACA group
02.2024 - 03.2026
High School Diploma -
Huntington North High School