Maxwell Agblevor
Bronx,NY
Summary
Adept at navigating high-stress situations, I significantly enhanced customer loyalty and satisfaction at Proguard Protection Services Inc. by resolving complaints with empathy and critical thinking. My proficiency in data entry and attentive listening skills underpin my ability to mentor new hires and lead initiatives for service excellence, resulting in a positive shift in customer service culture.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Hilton Garden Inn Hotel
05.2018 - 08.2022
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
Proguard Protection Services Inc.
10.2022 - 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 strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
GED -
Mercer County Community College
Trenton, NJ03-2019
Skills
- Client Support
- Attentive Listening Skills
- Critical thinking
- Data entry
- Customer relations
- Computer proficiency
- Microsoft Excel
- Complaint handling
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Certification
- Microsoft Office Specialist (MOS) - Microsoft.
Languages
English
Full Professional
Timeline
Customer Service Representative
Proguard Protection Services Inc.
10.2022 - Current
Customer Service Representative
Hilton Garden Inn Hotel
05.2018 - 08.2022
GED -
Mercer County Community College
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