Madeline Messier
Patchogue ,NY
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Panor Corporation
125 Cabot Court Hauppauge NY 11788
06.2018 - Current
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Customer Care Team Lead
Better Living Now
185 Osar Avenue Hauppauge, NY 11788
06.2013 - 06.2018
- Provided constructive feedback to team members on their performance, encouraging continuous learning and development.
- Implemented cross-training initiatives that enabled greater flexibility within the Customer Care Team during peak periods or employee absences.
- Created a positive work culture that fostered collaboration, teamwork, and open communication among team members.
- Assisted in hiring decisions by conducting interviews and evaluating potential candidates for the Customer Care Team Lead position.
- Developed training materials to ensure consistent performance levels among team members.
- Optimized scheduling processes by anticipating staffing needs according to workload fluctuations.
- Mentored new team members, fostering a positive work environment and promoting professional growth.
- Handled escalated customer concerns, resolving situations satisfactorily and restoring clients'' confidence in the company.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Trained staff on operating procedures and company services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
No Degree - EKG Technician
Ideal School Of Allied Health Care
Hauppauge10-2024
No Degree - 88Mike
United States Army Reserves
Fort Leonard Wood, MO06-2003
High School Diploma -
Patchogue Medford High School
Medford 06-1995
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Complaint handling
- Microsoft Excel
- Microsoft outlook
- Call management
- Staff training
- Warranty service
Certification
- Certified EKG Technician
- Certified CPR
- Certified First Aid for Opioid Overdose
Timeline
Customer Service Representative
Panor Corporation
06.2018 - Current
Customer Care Team Lead
Better Living Now
06.2013 - 06.2018
No Degree - EKG Technician
Ideal School Of Allied Health Care
No Degree - 88Mike
United States Army Reserves
High School Diploma -
Patchogue Medford High School