Mary Lou Burton
Altamonte Springs,FL
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Intouch CX
Altamonte Springs , Florida
12.2017 - 10.2024
- Developed strong customer relationships to encourage repeat business.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Maintained a high level of professionalism when dealing with difficult customers.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed positive relationships with customers through friendly interactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Updated system with order specifics and customer details, preferences, and billing information.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Identified needs of customers promptly and efficiently.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Updated and maintained databases with current information.
Housekeeping Manager
Mary Lou's Helping Hands
Apopka, Florida
07.2008 - 11.2017
- I was self employed. Once I was contacted for services I met with client to access services requested. I arranged scheduled and followed up with keeping appointments. Followed up with contacting clients for complaints or satisfaction.
- When there was a discrepancy or complaint I followed up with correcting the issue.
Education
High School Diploma -
Winters High School
Winters, TX05-1972
Skills
- Account updating
- Complaint resolution
- Reading comprehension
- Multi-task management
- Credit card payment processing
- Time management
- Warranty service
- Negotiation strategies
- Call center experience
- Verbal and written communication
- Refunds processing
- Adaptability and flexibility
- Prioritization
- Grammar
- Punctuality and reliability
- Report preparation
- Multi-line telephone operations
- Promotional support
- Service standard compliance
- Client relations
- Technical support
- System implementation
- Order processing
- Assertiveness
- Appointment scheduling
- Creative problem solving
- Empathy and patience
- Recordkeeping strengths
- Conflict resolution
- Member account management
- Schedule mastery
- Multitasking and organization
- Follow-up skills
Timeline
Customer Service Representative
Intouch CX
12.2017 - 10.2024
Housekeeping Manager
Mary Lou's Helping Hands
07.2008 - 11.2017
High School Diploma -
Winters High School