Laurie Haug
Webster,NY
Summary
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. 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. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Knowledgeable and dedicated customer service professional with extensive experience in Remote Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Convergys-Work From Home
2012.05 - 2014.06
- 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.
- Responded to customer requests for products, services and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved accounting, service and delivery concerns
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Investigated and resolved customer inquiries and complaints quickly
IRS Agent
National Telecommuting Institute
2007.09 - 2012.03
- Managed over 50 customer calls per day.
- Resolved caller issues quickly and thoroughly.
- Obtained client information by answering telephone calls.
- Advised customers about new products and assisted customers in determining best forms for needs.
- Fielded customer service inquiries and calls from customers throughout country.
- Informed clients of policies and procedures.
Receptionist
Henco Brokerage
2008.06 - 2008.09
- Managed multiple tasks and met time-sensitive deadlines.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Kept records in CRM to maintain customer data.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Responded to inquiries from callers seeking information.
- Confirmed appointments, communicated with clients, and updated client records.
- Provided clerical support to company employees by copying, faxing, and filing documents.
Education
Medical Receptionist Diploma - Medical Reception
Bryant And Stratton Business Institute
Henrietta, NY10.
No Degree - Psychology
Liberty University
Lynchburg, VASkills
- Retail Sales Customer Service
- Active Listening
- Customer Relations
- Computer Proficiency
- Conflict Resolution
- Multi-Line Phone Talent
- Clerical Support
- Call Center Operations
- Medical Terminology Knowledge
- Document Control
- Managing Multiple Tasks
- Shipping and Receiving Understanding
- Office Equipment Proficiency
- CRM Software
- Call Triaging
- Refund Processing
- Multi-Line Telephone Operation
- Schedule Mastery
- Problem-Solving Ability
- Professional Telephone Demeanor
- Administrative Support
- Critical Thinking
- Order Processing
- Customer Service
- Calm and Professional Under Pressure
- Microsoft Word
- Order Fulfillment
- Report Preparation
- Typing Proficiency
- Minute Taking
- Service Standard Compliance
- Records Preparation
- Shipping Procedures Understanding
- Recordkeeping Strengths
- Microsoft PowerPoint
- Microsoft Excel
- Account Management
Timeline
Customer Service Representative
Convergys-Work From Home
2012.05 - 2014.06
Receptionist
Henco Brokerage
2008.06 - 2008.09
IRS Agent
National Telecommuting Institute
2007.09 - 2012.03
Medical Receptionist Diploma - Medical Reception
Bryant And Stratton Business Institute
No Degree - Psychology
Liberty University