Mavourneen Wohlers
Cape Coral,FL
Summary
Dynamic Customer Service Representative with a proven track record at Lee Health System, excelling in problem resolution and relationship building. Leveraged active listening and critical thinking to enhance customer satisfaction, resulting in increased loyalty. Successfully trained new hires, fostering a collaborative team environment and ensuring consistent service excellence.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Lee Health System
Cape Coral, FL
04.2014 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Education
High School Diploma -
Stanford University
Palo Alto, CA02.2013
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
Accomplishments
Received two "Key Contributor" awards for my service.
Timeline
Customer Service Representative
Lee Health System
04.2014 - Current
High School Diploma -
Stanford University