Linda Davis
Customer Service Rep Expert
Wilmington,DE
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Call Center Corporate 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
23
23
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Representative
Xfinity Comcast
02.2017 - Current
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Educated clients on new products or services to increase customer engagement with brand.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Responded to customer calls and emails to answer questions about products and services.
- Processed debit and credit card and electronic check payments.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
Salon Cosmetologist
JC Penny Salon
03.2015 - 02.2017
- Demonstrated high level of customer service to increase retention and satisfaction.
- Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Attended regular trainings and workshops to maintain cosmetology license and stay current on technique and skills.
- Suggested treatments and styles to suit customer appearance and fashion choices.
Administrative Assistant
North East Treatment Centers
11.2009 - 01.2012
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Created and maintained databases to track and record customer data.
- Drafted correspondence and other documents for CEO and department heads in company's voice.
- Managed filing system, entered data and completed other clerical tasks.
Customer Service Representative
Household Bank
New Castle, DE
11.2001 - 10.2003
- Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and issues.
- Maintained high call quality standards by adhering to company protocols and guidelines for efficient service delivery.
- Achieved personal performance goals through effective call management, prioritization, and time management.
- Contributed to team success by actively participating in training sessions, workshops, and continuous improvement initiatives.
- Supported colleagues with handling complex cases and provided insights for better decision-making in challenging situations.
- Increased first-call resolution rates by thoroughly understanding products and services offered and providing accurate information to customers.
- Retained customers by offering alternative solutions during difficult interactions or potential cancellations of services.
- Improved overall call center performance by sharing best practices, tips, and techniques with peers during team meetings and one-on-one coaching sessions.
- Demonstrated a commitment to ongoing professional development by participating in regular trainings on new products, services, policies, procedures updates.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
Education
High School Diploma -
GLASGOW HIGH SCHOOL
NEWARK, DE 09.1994 - 06.2000
Skills
- Schedule Management
- Customer Training
- Needs Analysis
- Account Development
- Customer Service
- Networking Skills
- Sales Techniques
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
Customer Service Representative
Xfinity Comcast
02.2017 - Current
Salon Cosmetologist
JC Penny Salon
03.2015 - 02.2017
Administrative Assistant
North East Treatment Centers
11.2009 - 01.2012
Customer Service Representative
Household Bank
11.2001 - 10.2003
High School Diploma -
GLASGOW HIGH SCHOOL
09.1994 - 06.2000