Maryann Porto
North Branford,CT
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
6
6
years of professional experience
Work History
Customer Service Representative II
Anthem BCBS/Elevance
05.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- 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.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Updated account information to maintain customer records.
Team Lead
Panera Bread
04.2019 - 05.2021
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Adjusted equipment to meet different productivity levels.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
Customer Sales Lead
Boscov's Deptment Store
06.2017 - 05.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer accounts and relationships.
- Assessed expected product demands and coordinated necessary merchandise levels to meet goals.
- Maintained up-to-date knowledge of products and services offered to customers.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Assisted sales team members in developing customer relationships, and building customer loyalty.
- Trained and coached sales team members on best practices for customer service and sales techniques.
- Communicated customer feedback and complaints to team members to promote proper resolution.
Education
No Degree - Human Resources Management
Gateway Community College
New Haven, CTSkills
- Active Listening
- Critical Thinking
- Customer Relations
- Professional Telephone Demeanor
- Conflict Resolution
- Grammar
- Reading Comprehension
- Call Center Operations
- Calm and Professional Under Pressure
Accomplishments
I just recently had a poetry book published.
Additional Information
I am trying to relocate to Longs, SC if you have any additional questions please give me a call at (475) 837-0541 I will be happy to answer any of your questions.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative II
Anthem BCBS/Elevance
05.2021 - Current
Team Lead
Panera Bread
04.2019 - 05.2021
Customer Sales Lead
Boscov's Deptment Store
06.2017 - 05.2019
No Degree - Human Resources Management
Gateway Community College