Lea Linder
Mesa,AZ
Summary
Experienced customer service representative with 8+ years of experience providing exceptional service. Also, 2 years as a chat support representative. Expertise in retail and B2B settings, consistently delivering outstanding results. Twice awarded Employee of the Month in 2021. Holds a Customer Service Management Certificate, equipped with skills to effectively address and resolve customer concerns. Friendly demeanor and strong commitment to customer satisfaction make me a valuable asset to your team.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Faneuil
01.2019 - 09.2021
- Facilitated 75+ customer calls daily
- Accurately documented customer updates and maintained security handling sensitive and financial details
- Quickly triaged inbound and escalated calls reducing average time to resolution by 19%
- Reduced onboarding times with new customers by 15%
- Contributed to new hire ramp up as a mentor to ensure top level customer service agents
Customer Service Associate and Inside Sales Representative
DMS
04.2018 - 10.2018
- Advised current and potential customers via inbound calls by answering product and service questions
- Maintained contacts and customer records by updating account information accurately into internal software systems, Word, Excel and Google Docs
- Vetted and reached out to roughly 45 prospects per day, resulting in 18 closed deals in Q2 and Q3 total $120,000 in revenue
Customer Care Advocate and Inside Sales
Televerde
11.2010 - 01.2018
- Exceeded client expectations year-over-year by 130% via inbound/outbound calls and live chat for Tangent Computers to qualify online product inquiries
- Resolved product or service problems, selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Trained new team members on how to use Insight CRM, internal chat widget, entering customer data and organizing customer interaction logs
Education
Associate of Applied Science - Chemical Dependency
Maricopa Community Colleges, Mesa Community College
Mesa, AZ02-2027
Skills
- Customer satisfaction
- Customer retention
- Microsoft
- Calendar
- Chat proficient
- CRM (Insight, SAP & Lead Tracker)
- Responsible
- Productive
- Dedicated
- Patient
- Empathetic
- Patience and tolerance
- Complaint handling
- Empathy display
- CRM software usage
- Teamwork
Timeline
Customer Service Representative
Faneuil
01.2019 - 09.2021
Customer Service Associate and Inside Sales Representative
DMS
04.2018 - 10.2018
Customer Care Advocate and Inside Sales
Televerde
11.2010 - 01.2018
Associate of Applied Science - Chemical Dependency
Maricopa Community Colleges, Mesa Community College
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