Summary
Overview
Work History
Education
Skills
Timeline
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Mary Hickey

Customer Service Representative
Cape Girardeau,MO

Summary

Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at Dutch Enterprises. Skilled in conflict resolution and critical thinking, adept at handling high-stress situations and resolving customer complaints efficiently. Increased repeat business through empathetic service and active listening, demonstrating a commitment to excellence and continuous improvement in call center operations.

Overview

24
24

Over 24 years of professional experience

Work History

Customer Service Representative

Dutch Enterprises
04.2016 - 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Processed customer service orders promptly to increase customer satisfaction.
  • 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.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
  • Built rapport with clients through active listening, empathy, and understanding of their individual needs.
  • Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
  • Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
  • Supported peers through knowledge sharing, collaboration efforts resulting in an enhanced team dynamic and heightened productivity levels.
  • Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
  • Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
  • Assisted in developing operational procedures that positively impacted overall customer satisfaction ratings.
  • Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Cross-trained and provided backup support for organizational leadership.

Customer Service Representative

Candy Sign & Graphics
08.2015 - 04.2017
  • Responded to customer requests for products, services, and company information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Investigated and resolved accounting, service and delivery concerns.

Customer Service Representative

AT&T Call Center
05.2000 - 01.2015
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.
  • Maintained a thorough knowledge of products and services to provide accurate information to customers.
  • Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
  • Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

Bachelor Of Arts - Spanish

Southeast Missouri State University
Cape Girardeau, MO

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Conflict Resolution
  • Complaint Handling
  • Professional telephone demeanor
  • Call Center Operations
  • Microsoft Outlook
  • Appointment Scheduling
  • Clerical Support

Timeline

Customer Service Representative

Dutch Enterprises
04.2016 - Current

Customer Service Representative

Candy Sign & Graphics
08.2015 - 04.2017

Customer Service Representative

AT&T Call Center
05.2000 - 01.2015

Bachelor Of Arts - Spanish

Southeast Missouri State University

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Mary HickeyCustomer Service Representative