Marcella Copening

InBound and OutBound Customer calls.

Answered a constant flow of customer calls with up to 3 calls in queue per minute.

Gathered and verified all required customer information for tracking purposes. Accurately documented, researched and resolved customer service issues.

• Adapted quickly to new processes and procedures to enhance customer experience.
• Maintained a positive attitude while handling challenging customer situations efficiently.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Responded to customer requests for products, services, and company information.

• Assisted customers with inquiries, providing accurate information and support.
• Learned company products and services to effectively address customer needs.
• Documented customer interactions in CRM systems for accurate record-keeping.
• Collaborated with team members to improve service delivery and efficiency.
• Resolved customer complaints through effective communication and problem-solving skills.

• Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
• Implemented process improvements that streamlined call workflows and reduced response times.
• Mentored junior staff to build confidence in handling complex customer issues independently.