Mary Reffitt
London
Summary
Dedicated and empathetic Customer Service professional with deep knowledge of content and proven multitasking abilities. Committed to maintaining professional and productive relationships with both the client, Product Owners, and Service Liaisons. Strives to ensure that all cases are managed to maximum efficiency.
Overview
9
9
years of professional experience
Work History
Customer Care Advocate
Senture
01.2021 - Current
- Analyzed critical cases which impacted business operations and determined the best approach to have them resolved
- Entrusted with access and escalated permissions within the backend system used by the client to manage Recreation.gov as a whole
- Provided personalized call-backs to External and Internal customers to ensure that their needs were adequately resolved
- Built rapport with customers through personalized interactions, increasing their trust in the company''s products or services.
- Handled Government Triage cases that came in, which deal with an expansive list of issues and inquiries that require extensive research to ensure the needs of the program management team are met with exceptional quality and care
- Assisted Subject Matter Experts and Service Liaisons with special projects which were crucial to the contract
Supervisor - Recreation.gov & SBA
Senture
02.2020 - 10.2020
- Oversaw and skillfully managed a team for the Recreation.gov program
- Handled escalated supervisor calls from the call center floor with professionalism
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Customer Service Representative - USCIS & R1S
Senture
03.2016 - 03.2020
- Handled inbound contacts and calls across multiple government contracted programs.
- Assisted customers with obtaining the correct information they needed and swiftly resolved their reason for inquiring.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Core Curriculum
Somerset Community College
Somerset, KYHigh School Diploma -
Fairview High School
Ashland, KY01-1986
Skills
- Administrative and Office Support
- Client Relations
- Critical Thinking
- Customer Care
- Customer Relations
- Escalation management
- Multitasking and organization
- Documentation
- Microsoft Office
- Problem Resolution
- Data entry proficiency
Timeline
Customer Care Advocate
Senture
01.2021 - Current
Supervisor - Recreation.gov & SBA
Senture
02.2020 - 10.2020
Customer Service Representative - USCIS & R1S
Senture
03.2016 - 03.2020
Core Curriculum
Somerset Community College
High School Diploma -
Fairview High School
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