Lisa Matthews
Cibolo
Summary
Driven Customer Service Consultant with significant experience in managing customer concerns and inquiries. Demonstrates strong problem-solving skills, ability to build rapport with diverse clientele, and adeptness at maintaining high-level customer satisfaction. Recognized for delivery of quality service, resulting in increased customer retention rates and positive feedback.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Consultant
Harland Clarke
San Antonio
06.2016 - 03.2023
- Assisted customers with inquiries about products and services offered.
- Resolved customer complaints through effective communication and problem-solving skills.
- Managed account updates and maintained accurate customer records in the system.
- Collaborated with team members to enhance customer service processes and procedures.
- Developed relationships with customers to ensure repeat business opportunities.
- Maintained current knowledge of new products, services, promotions and other changes that may affect the customer experience.
- Conducted outbound calls to follow up on pending orders or resolve ongoing issues quickly.
- Adhered to company policies while providing excellent customer service.
- Performed troubleshooting steps to identify root cause of technical problems.
- Demonstrated strong organizational skills by managing multiple tasks simultaneously under tight deadlines.
- Provided accurate information regarding product features, pricing, availability and services.
- Collaborated with colleagues across departments to ensure satisfaction of customer requests.
- Processed orders, returns and exchanges efficiently following established procedures.
- Resolved customer complaints in a timely manner with empathy and understanding.
- Coached team members on effective communication techniques when dealing with difficult customers.
- Followed up with customers post purchase to gauge their satisfaction level with our products and services.
- Created customized solutions to customer issues by utilizing product knowledge and problem-solving skills.
- Provided training sessions for new hires on best practices for delivering exceptional service standards.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Surpassed sales goals through implementation of successful marketing strategies.
- Took special orders in person and over telephone, generating additional revenue every month.
Customer Sales Representative
Checks in the Mail - CITM
New Braunfels
10.2012 - 11.2015
- Engaged customers to understand their needs and recommend appropriate products.
- Resolved customer inquiries and complaints to ensure satisfaction.
- Assessed customer needs to recommend appropriate products or services.
- Developed relationships with existing customers through follow-up communications.
- Consulted with customers regarding needs and addressed concerns.
- Gave customers quotes based on potential sales.
- Attended weekly team meetings to discuss upcoming projects and challenges.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Adhered to company policies and procedures when dealing with customers.
- Generated regular reports on sales performance metrics for management review.
- Negotiated prices and sales contracts.
- Advised customers on promotions, sales procedures and strategies for maximizing results from company products.
- Produced sales documents, finalized deals and filed records.
- Drove sales of company products and services by meeting with customers using strategic and organized approach.
Education
Associate of Science - Paralegal Studies
Career Point University
San Antonio, TX 01.2012 - 12.2012
Bachelor of Business Administration - Business Administration
Career Point College
San Antonio, TX 01.1990 - 09.1992
Skills
- Customer relationship management
- Conflict resolution
- Technical troubleshooting
- Sales strategy development
- Call center operations
- Team collaboration
- Time management
- Call management
- Information security
- Researching
Timeline
Customer Service Consultant
Harland Clarke
06.2016 - 03.2023
Customer Sales Representative
Checks in the Mail - CITM
10.2012 - 11.2015
Associate of Science - Paralegal Studies
Career Point University
01.2012 - 12.2012
Bachelor of Business Administration - Business Administration
Career Point College
01.1990 - 09.1992
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