Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Laura Hayes

Keene,New Hampshire

Summary

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance.

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Service-focused, bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles.

Overview

21
21
years of professional experience

Work History

Customer Service Representative

Cabelvision
Stratford, CT
09.2008 - 09.2010
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Provided information regarding charge accounts and loyalty programs.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

Operator

PRO-VAC
West Haven, CT
01.1998 - 09.2008
  • Maintained high level of customer service through friendly and polite demeanor.
  • Answered incoming calls, greeted callers, provided information, and transferring calls to appropriate parties.
  • Relayed and transcribed written and verbal messages to clients
  • Collected and verified telephone numbers, addresses and proper spelling of names.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Connected callers with appropriate professional, department or business.
  • Operated switchboard and routed incoming calls to appropriate departments.
  • Maintained accurate records of calls placed and received.
  • Maintained up-to-date knowledge of emergency call procedures.
  • Received incoming calls and paged individuals and departments over PA system.
  • Operated digital paging system to notify recipients of incoming calls.
  • Managed five-line switchboard system for busy clients.

Answering Service Operator

FBS Communications
Fairfield, CT
01.1996 - 09.1998
  • Maintained high level of customer service through friendly and polite demeanor.
  • Answered incoming calls, greeted callers, provided information, and transferring calls to appropriate parties.
  • Resolved customer issues through research and problem solving.
  • Relayed and transcribed written and verbal messages to any client who needed 24 hour service.
  • Collected and verified telephone numbers, addresses and proper spelling of names.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Connected callers with appropriate professional, department or business.
  • Operated switchboard and routed incoming calls to appropriate departments.
  • Maintained accurate records of calls placed and received.
  • Received incoming calls and paged individuals and departments over PA system.
  • Operated digital paging system to notify recipients of incoming calls.
  • Managed a five-line switchboard system for busy clients.

Answering Service Operator

Milford Connection
Milford, CT
09.1987 - 01.1993
  • Maintained high level of customer service through friendly and polite demeanor.
  • Answered incoming calls, greeted callers, provided information, and transferring calls to appropriate parties.
  • Resolved customer issues through research and problem solving.
  • Relayed and transcribed written and verbal messages to clients.
  • Operated telephone operating system and documented calls.
  • Collected and verified telephone numbers, addresses and proper spelling of names.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Connected callers with appropriate professional, department or business.
  • Operated switchboard and routed incoming calls to appropriate departments.
  • Maintained accurate records of calls placed and received.
  • Logged and routed incoming mail, conducted data entry and prepared outgoing mail.
  • Supported customers by managing numerous calls per day efficiently while maintaining professionalism and upbeat tone.
  • Received incoming calls and paged individuals and departments over PA system.
  • Managed telephone switchboard of and routed internal and external calls to provide quick connection.

Education

Gateway Community College
New Haven, CT

High School Diploma -

Jonathan Law High School
Milford, CT
06.1991

Skills

  • Upbeat and Positive Personality
  • Understanding Customer Needs
  • Courteous with Strong Service Mindset
  • Building Customer Trust and Loyalty
  • Calm and Professional Under Pressure
  • Call Documentation
  • Efficient and Detail-Oriented
  • Responding to Difficult Customers
  • Customer Data Confidentiality
  • Call Transfers
  • Customer Inquiry Response
  • Consulting Supervisors
  • Answering Customer Questions
  • Customer Service and Assistance

Timeline

Customer Service Representative

Cabelvision
09.2008 - 09.2010

Operator

PRO-VAC
01.1998 - 09.2008

Answering Service Operator

FBS Communications
01.1996 - 09.1998

Answering Service Operator

Milford Connection
09.1987 - 01.1993

Gateway Community College

High School Diploma -

Jonathan Law High School

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Laura Hayes