Detailed customer service professional with strong focus on building lasting relationships and driving customer satisfaction. Skilled in problem-solving, communication, and conflict resolution. Dependable team player who adapts to changing needs and consistently delivers results. Proven ability to enhance customer experience and customer loyalty through effective collaboration and targeted strategies. Motivated to maintain customer satisfaction and contribute to company success.
Overview
18
18
years of professional experience
Work History
Senior Customer Loyalty Specialist
Phone.Com
08.2020 - 11.2024
Worked remote for call center answering customer phone calls promptly and professionally, addressing inquiries and resolving issues
Implement strategies for customer retention, maintaining high levels of satisfaction and loyalty
Process account cancellations, ensuring all necessary steps are followed including retention efforts
Handle billing inquiries and resolve discrepancies to ensure accurate account management
Manage account plan changes efficiently, updating customer information and preferences
Collections and following up on overdue accounts and negotiating payment plans
Office Manager
Tailored Living featuring PremierGarage
08.2018 - 03.2020
Provided clerical and administrative support to staff and management, efficiently handling a wide range of routine and special requirements
Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff, scheduling appointments and installations, and greeting visitors
Created new client contracts and reconciled account files, producing monthly reports to keep owners informed about office operations
Interacted professionally with customers by phone, email, or in-person to provide information and direct them to appropriate staff members
Processed payments, reconciled client accounts, and handled billings and invoices
Delivered high levels of customer service
Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
School Health Assistant
State of Hawaii DOE
03.2009 - 08.2018
Evaluated students to identify and address wounds, illnesses, behavioral concerns, and medically-relevant symptoms
Conveyed important student health information to healthcare staff and parents to optimize care
Managed all student immunization records, alerting parents when new immunizations were due
Administered daily medications to students with serious health conditions
Coordinated referrals to outside healthcare providers as needed, facilitating timely access to necessary medical services for students.
Assisted in maintaining accurate medical records, contributing to efficient information management within the school health office.
Provided first aid and emergency care for students, ensuring prompt and appropriate response to incidents.
Assisted with the development and implementation of school-wide wellness initiatives, promoting a culture of health and well-being among students, staff, and families.
Customer Service Representative
State Farm Insurance
11.2006 - 03.2009
Responded to customer requests for products, services, and company information
Handled a constant flow of customer calls and office visits
Entered customer interaction details into the company’s database to track requests, document problems, and record solutions
Maintained customer satisfaction with forward-thinking strategies focused on addressing needs and resolving concerns
Educated customers on promotions to enhance sales and processed payments and reconciled accounts
Started claims for customers for automobile and homes
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Responded to customer requests for products, services, and company information.