Maryclaire Model

Senior Customer Service Representative

Fedex Express

11.2000 - 09.2018

Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
Established strong rapport with customers, fostering long-term relationships and repeat business.
Resolved customer service issues using company processes and policies and provided updates to customers.
Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
Engaged clients in person and over phone to answer questions and address complaints.
Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
Processed, scheduled and executed customer orders for new and established customers.
Escalated issues to proper supervisors when standard processes were not effective.
Educated customers about billing, payment processing and support policies and procedures.
Investigated and resolved customer inquiries and complaints quickly.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Delivered prompt service to prioritize customer needs.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Promptly responded to inquiries and requests from prospective customers.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Maintained up-to-date knowledge of product and service changes.
Followed up with customers about resolved issues to maintain high standards of customer service.
Trained new personnel regarding company operations, policies and services.
Increased efficiency and team productivity by promoting operational best practices.
Trained staff on operating procedures and company services.
Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.