Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Luana Rath

Anderson,SC

Summary

Seasoned Inbound Customer Service Agent with a robust history in customer service and technical support; adept at driving sales through effective communication and strategic problem-solving. Expert at fostering client relationships, consistently exceeding sales targets, and leveraging upselling and cross-selling techniques to maximize revenue. Proven track record of achieving supervisory roles through high performance and exceptional skill in de-escalating tense customer interactions. Committed to maintaining high levels of customer satisfaction and team leadership, coupled with a strong ability to multitask and exceed performance metrics. Possess a palpable enthusiasm for enhancing customer experiences and a dedicated approach to professional growth within sales environments.

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Diligent Customer Service with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Millennial Services
08.2024 - Current
  • Maintained highest level of emails answered within the entire team.
  • Maintained high level of quality control calls that were monitored.
  • Provide guidance and support for Crain Communications. Maintained high levels of customer satisfaction, professionalism, and courtesy in all transactions. Knowledge in Zendesk systems, Pelcro, Synkato, Microsoft Teams.

Inbound Sales Agent

Spectrum
09.2023 - 09.2024
  • Simplified and enhanced the customer experience through consistent support. Maintained high levels of customer satisfaction, professionalism, and courtesy in all sales transactions. Drove awareness and participation in current marketing campaigns and promotions. Collaborated across departments to swiftly resolve customer issues and optimize upselling and cross-selling opportunities.
  • Effectively engaged inbound sales calls to maximize sales opportunities, acquiring new customers and upselling existing ones with additional products and services.
  • Surpassed weekly and monthly sales activity goals using effective telephone-based selling techniques.

Tech Support Coordinator

Verizon
11.2021 - 09.2023
  • Provided guidance and support to tier 1 and tier 2 tech support agents facing complex situations, assisting in crafting effective positioning statements for customers. Employed active listening and de-escalation techniques to defuse customer frustrations and manage tense interactions. Handled all interactions with professionalism, enthusiasm, integrity, and empathy as required. Identified and capitalized on opportunities to upsell customers based on account value.
  • Educated agents on Live Engage procedures to enhance first call resolution and reduce repeat calls.
  • Efficiently managed customer escalations, maintaining a professional and empathetic approach to resolve issues satisfactorily for Verizon while upholding business standards.

Tech Expert

Verizon
01.2018 - 11.2021
  • Provided advanced tech support for all Verizon network issues across devices connected to the network. Integrated active listening to accurately diagnose and resolve customer problems. Ensured customers optimize device performance through personalized guidance. Supervised all interactions with professionalism, enthusiasm, and integrity. Fielded calls related to 5G home and ultra-wideband services. Acted as a digital ambassador for Verizon's customer service initiatives.
  • Realigned Verizon's brand perception during customer frustrations, addressing both current and past issues.

Customer Service Associate

Lowes
01.2015 - 01.2018
  • Managed customer transactions including returns, purchases, and payments, as well as processing credit card applications. Collaborated effectively as a team player. Oversaw business credit accounts and drive consumer credit sales growth. Conducted follow-ups with customers to ensure satisfaction. Coordinated PSI installations with contractors and CPOs to ensure seamless execution. Monitored product orders and coordinated deliveries to facilitate smooth installations.
  • Achieved the highest sales percentage for extended protection plans in our store in 2016.
  • Secured the highest number of credit card applications for the store in 2016.
  • Recognized and promoted to Delivery Coordinator based on superior performance.
  • Exceeded customer expectations and commitments consistently.
  • Demonstrated exceptional multitasking abilities and active listening skills, consistently maintaining patience and effectively managing interactions with irate or upset customers.

Education

Bachelors of Science - Psychology

Walden University
Remote Online Classroom

BBA - Business Degree with Emphasis in Hospitality Management

University of Denver
Denver, CO

Skills

  • Account Management
  • Sales & Upselling
  • Conflict Resolution
  • Customer service
  • Active listening
  • Critical thinking
  • Customer relations
  • Call center experience
  • Computer proficiency
  • Customer relationship management (CRM)
  • De-escalation techniques
  • Building rapport
  • Technical support
  • Live chat support

Timeline

Customer Service Representative

Millennial Services
08.2024 - Current

Inbound Sales Agent

Spectrum
09.2023 - 09.2024

Tech Support Coordinator

Verizon
11.2021 - 09.2023

Tech Expert

Verizon
01.2018 - 11.2021

Customer Service Associate

Lowes
01.2015 - 01.2018

Bachelors of Science - Psychology

Walden University

BBA - Business Degree with Emphasis in Hospitality Management

University of Denver
Luana Rath