Mary Warren
Customer Service professional
Wendell,NC
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in leadership roles with high-volume customer demands.
Overview
32
32
years of professional experience
Work History
Lead-Customer Care
Charter Communications, Time Warner Cable
Morrisville, NC
05.2002 - 05.2023
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Educated customers where applicable to alleviate need for future contact.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Recommended potential products or services after analyzing customer needs.
- Delivered customer support to high call load each shift.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Audited customer account information to identify issues and develop solutions.
Logistics Coordinator
Global Knowledge
Cary, NC
03.1997 - 03.2000
- Managed paperwork and necessary information required for client shipments.
- Dispatched information to service providers to schedule freight movement.
- Prioritized work based on business demands and freight delivery times.
- Evaluated problematic conditions to resolve issues and optimize service levels.
- Logged, processed and followed up on merchandise authorization shipments in databases.
- Determined response to effectively deal with emergencies, accidents and breakdowns.
Reservations Agent
Holiday Iinn
Cary, NC
06.1991 - 05.1994
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Relayed information on availability, pricing and discounts to customers.
- Verified guest information and payment options ensuring accuracy and completeness.
- Suggested amenities suited to clients' needs.
- Took reservations from patrons by phone or online.
Education
Associate of Applied Science - Computer Science
Hardbarger Jr. College of Business
Raleigh09.1986
Skills
- Conflict Mediation
- Data Evaluation
- Customer Account Management
- Needs Assessment
- Upselling Products and Services
- Customer service and care
- Customer service specialist
- Customer service-focused
- Field technical services
- Attentive service
- Patient engagement and service
- Excellent customer service
- Customer service and support
- Helpdesk services
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Lead-Customer Care
Charter Communications, Time Warner Cable
05.2002 - 05.2023
Logistics Coordinator
Global Knowledge
03.1997 - 03.2000
Reservations Agent
Holiday Iinn
06.1991 - 05.1994
Associate of Applied Science - Computer Science
Hardbarger Jr. College of Business