Marjorie Hennessey

• Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
• Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
• Scheduled fact-finding appointments and consultations to determine client needs and overall financial situations.

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services, and company information.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services, and company information.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

HVAC/Plumbing/Electric Service Company

• Responded to customer calls and emails to answer questions about products and services.
• Provided training and support to new associates to help provide high-quality customer service.
• Increased revenue by cross-selling and upselling products and services.
• Provided product and service recommendations to guide customers on products to meet varying needs.
• Kept detailed records of customer interactions to track and resolve issues quickly.
• Provided customer feedback to management and identified areas of improvement for products and services.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Resolved associate, tool and service delivery issues revealed by statistical reports.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Created and maintained detailed database to develop promotional sales.
• Managed timely and effective replacement of damaged or missing products.
• Responded proactively and positively to rapid change.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Implemented and developed customer service training processes.
• Educated customers about billing, payment processing and support policies and procedures.
• Trained staff on operating procedures and company services.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Cross-trained and provided backup support for organizational leadership.
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
• Investigated and resolved accounting, service and delivery concerns.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Delivered prompt service to prioritize customer needs.
• Developed and updated databases to handle customer data.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Increased efficiency and team productivity by promoting operational best practices.
• Cross-trained and backed up other customer service managers.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Sought ways to improve processes and services provided.
• Investigated and resolved customer inquiries and complaints quickly.
• Trained new personnel regarding company operations, policies and services.
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
• Promptly responded to inquiries and requests from prospective customers.
• Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
• Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Reached out to customers after completed sales to suggest additional service or product purchases.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Utilized internal software and tools to meet customer needs and resolved issues promptly.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Handled billing and payment issues following guidelines, resolving disputes properly.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Informed customers about special promotions and provided detailed information for various products.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Developed and actualized customer service initiatives to decrease wait times.