Maribel Plummer
NV Energy
Las Vegas,NV
1
Language
34
years of professional experience
Dynamic Customer Service Representative with NV Energy, skilled in conflict resolution and problem-solving. Enhanced customer satisfaction through effective complaint handling and active listening, achieving a notable reduction in average handling time. Proficient in CRM software and Microsoft Excel, consistently fostering positive customer relations and loyalty.
Work History
Customer Service Representative
33 Years 7 Months- Assisted customers with inquiries, providing accurate information and solutions to enhance satisfaction.
- Resolved service issues efficiently, ensuring timely follow-up and maintaining customer trust.
- Managed account updates and billing inquiries using CRM software to streamline processes.
- Collaborated with team members to improve response times and enhance service quality standards.
- Evaluated feedback to identify areas for improvement in service delivery and customer experience.
- Led initiatives aimed at reducing average handling time while maintaining high-quality interactions.
- 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.
- 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.
- Improved resolution time with effective problem-solving for customer complaints.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
High School Diploma
Skills
Customer service
Active listening
Critical thinking
Data entry
Customer relations
Problem resolution
Call center experience
Computer proficiency
Conflict resolution
Complaint handling
Microsoft Excel
Complaint resolution
Professional telephone demeanor
Call center operations
Microsoft outlook
Follow-up skills
Call management
Order processing
De-escalation techniques
Live chat support
Languages
Spanish
Professional Working
Timeline
Customer Service Representative
NV Energy
03.1989 - 10.2022Read More
Votech of Southern Nevada
High School Diploma
Read More