MaryAnn Young
Customer Service Specialist
Nazareth,PA
Summary
Adept at managing resources, time management & multiple priorities
Excellent relationship management and problem solving abilities
Major strengths in ability to liaise with internal departments while providing customer support
Overview
34
34
years of professional experience
Work History
Customer Service Representative
Eastern Engineered Wood Products
09.2012 - 03.2024
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Demonstrated flexibility by adapting swiftly to changes in product offerings or company procedures, minimizing disruption to the customer experience.
- Displayed a positive attitude and excellent problem-solving skills, which contributed to the overall success of the customer service team.
- Supported new hire training initiatives through mentorship and shadowing opportunities for colleagues entering the role of Inbound Customer Service Representative.
- Identified areas for process improvement and provided suggestions to management that led to more effective communication within the department.
- Assisted customers in navigating company website or online portal to facilitate self-service solutions where appropriate.
- Maintained high levels of professionalism by adhering to company policies and guidelines when interacting with customers.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
Customer Service Team Lead
Guardian Life Insurance
10.1989 - 03.2012
- Participated actively in company-wide projects aimed at refining policies or introducing new customer service initiatives.
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Collaborated with cross-functional teams to develop new strategies for improving the overall customer experience.
- Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
- Implemented feedback tracking system to identify areas of improvement and adjust team strategies accordingly.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
Education
High School Diploma -
Whitehall High School
Whitehall, PA 05.2001 -
Skills
Excellent organizational and time management skills
undefinedTimeline
Customer Service Representative
Eastern Engineered Wood Products
09.2012 - 03.2024
High School Diploma -
Whitehall High School
05.2001 -
Customer Service Team Lead
Guardian Life Insurance
10.1989 - 03.2012
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