Marietou Diabate
Missouri City,TX
Summary
Results-driven Customer Service Representative with extensive experience in providing exceptional support. Successfully resolved complex issues, analyzed client feedback for service improvements, and maintained high satisfaction ratings. Known for effective communication and collaboration within cross-functional teams to enhance customer relationships.
Overview
9
9
years of professional experience
Work History
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Milford Regional Medical Center
06.2024 - Current
- Resolved escalated or complex issues beyond junior representatives' capabilities.
- Achieved customer satisfaction through professional, empathetic communication.
- Provide high-quality service by addressing customer inquiries, complaints, and requests efficiently.
- Processed customer orders efficiently, refunds, exchanges, and account adjustments.
- Answered customer inquiries through calls and emails regarding products and services.
- Learn and maintain in-depth understanding of product and service information to offer knowledgeable responses to diverse customer questions.
- Escalate issues to proper supervisors when standard processes were not effective.
CUSTOMER SERVICE REPRESENTATIVE
Senior Life Insurance Company
01.2020 - 05.2024
- Ensured all incoming calls were answered promptly, typically within two rings, and directed customers to appropriate departments.
- Acted as the main liaison for clients, addressing inquiries and resolving issues promptly.
- Listened to customers, resolved concerns promptly, and escalated critical issues to supervisor for timely resolution.
- Supported agents with commission and policy-related inquiries, enabling them to effectively serve clients.
- Established and maintained strong relationships with clients through effective communication and follow-up.
- Followed up with customers to confirm satisfaction and collect feedback for enhancing service quality.
- Processed orders, returns, and exchanges accurately, maintaining a high level of attention to detail.
- Analyzed client feedback and data to identify trends and areas for improvement, contributing to enhanced service delivery.
CUSTOMER SERVICE REPRESENTATIVE
CharterUP
01.2018 - 12.2019
- Handled a high volume of incoming customer calls efficiently to ensure minimal wait times.
- Answered customer inquiries promptly, minimizing on-hold wait times and enhancing overall customer experience.
- Efficiently managed and resolved customer concerns, ensuring a high level of satisfaction.
- Implemented proactive strategies to maintain customer satisfaction by addressing needs and resolving concerns.
- Acted as the clients' primary point of contact, addressing inquiries and providing information about CharterUP's services.
- Guided clients through the booking process on CharterUP's platform, ensuring a seamless experience.
- Collected and communicated customer feedback to teams, driving continuous improvement in service delivery.
- Worked closely with sales, operations, and technical teams to address client needs and enhance service offerings.
- Responded to customer requests for products, services, and company information.
- Recruited and screened potential research subjects for participation in clinical studies.
Education
BSCSIA - B.S. in Cybersecurity And Information Assurance
Western Governors University
Salt Lake City, UT08-2024
Skills
- Customer Feedback Analysis
- Complaint resolution
- Issue resolution
- Service improvement
- Process optimization
- Data Entry and Documentation
- Multichannel Support
- Cross-functional Collaboration
- Conflict Resolution
- Effective communication
Personal Information
Title: Customer Service Representative
AWARDS & CERTIFICATIONS
Certified Customer Service Professional (CCSP) – National Customer Service Association (NCSA), Customer Service Excellence Award – Internal or external recognition for superior service
Timeline
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Milford Regional Medical Center
06.2024 - Current
CUSTOMER SERVICE REPRESENTATIVE
Senior Life Insurance Company
01.2020 - 05.2024
CUSTOMER SERVICE REPRESENTATIVE
CharterUP
01.2018 - 12.2019
BSCSIA - B.S. in Cybersecurity And Information Assurance
Western Governors University