Marja Glaser
Gilbert,AZ
Summary
Dedicated Customer Service professional with a strong background in customer interactions and service solutions with proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Mesa Industries, Inc
02.2016 - 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Improved resolution time with effective problem-solving for customer complaints.
Education
GED
Skills
- Customer Service-Oriented
- Prioritization and Time Management
- Positive Attitude and Energetic
- Customer Service
- Delivery Coordination
- Multitasking and Prioritization
- Appointment Scheduling
- Scheduling and Calendar Management
- Attention to Detail
- Technologically Savvy
- Keenness of Insight
- Oral and Writing Communication
Timeline
Customer Service Representative
Mesa Industries, Inc
02.2016 - Current
GED
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