Loraine Ferrell
445 Woodview Dr,KY
Summary
14 years of customer service experience, enhance customer satisfaction through effective communication and conflict resolution. Skilled in CRM software, fostering team collaboration, and implementing feedback mechanisms, resulting in improved service delivery and loyalty. Thrives under pressure while maintaining professionalism.
Overview
2027
2027
years of professional experience
Work History
Customer Service Representative
Conduent
2012 - Current
- Assisted customers with inquiries, providing accurate information and resolving issues effectively.
- Utilized CRM software to log customer interactions and track service requests efficiently.
- Adapted quickly to evolving processes, enhancing overall service delivery and customer satisfaction.
- Collaborated with team members to streamline communication, improving response times on customer queries.
- Conducted follow-up calls to ensure resolution of concerns, reinforcing customer relationships and loyalty.
- Trained new staff on best practices for handling customer interactions and utilizing support tools effectively.
- Implemented feedback mechanisms to gather insights from customers, driving continuous improvement initiatives.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered prompt service to prioritize customer needs.
Education
High School Diploma - General Studies
Belmopan Comprehensive
Belmopan Belize05.1990
Skills
Communication skilled
Work under stress
Fourteen years experience in customer service
Timeline
Customer Service Representative
Conduent
2012 - Current
High School Diploma - General Studies
Belmopan Comprehensive