Laeisha Ellis
Toledo,OH
Summary
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
United Marketing Group
02.2017 - 02.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Mentored junior team members and managed employee relationships.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Took special orders in person and over telephone, generating additional revenue every month.
- Excelled in exceeding daily credit card application goals.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Customer Care Representative
Bon Secours
Toledo , OH
09.2011 - 09.2017
- Answered customer inquiries over the phone and via email.
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Adhered strictly to confidentiality guidelines when dealing with sensitive customer information.
- Provided training support for new hires related to customer service processes and procedures.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Delivered customer support to high call load each shift.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
Education
Associate of Applied Science - Medical Assisting/Phlebotomist
Stautzenberger College
Maumee, OH04-2015
High School Diploma -
Woodward High School
Toledo, OH06-2004
Skills
- Account updating
- Complaint resolution
- Inbound and Outbound Calling
- Receiving support
- Complaint Handling
- Positive and professional
- Customer consulting
- Data Entry
- Call Management
Timeline
Customer Service Representative
United Marketing Group
02.2017 - 02.2024
Customer Care Representative
Bon Secours
09.2011 - 09.2017
Associate of Applied Science - Medical Assisting/Phlebotomist
Stautzenberger College
High School Diploma -
Woodward High School