Melissa Garner
Kansas City,MO
Summary
Dynamic Client Service Representative with a proven track record at Informa, excelling in customer support and complaint resolution. Adept at managing sensitive information while fostering strong client relationships. Recognized for consistently exceeding performance metrics and enhancing customer satisfaction through effective communication and proactive problem-solving. Skilled in database management and maintaining confidentiality.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Client Service Representative
Informa
03.2015 - Current
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Associate - Business Communication
University of Missouri Kansas City
5000 HolmesDiploma -
Southeast High School
3500 E Meyer Blvd 05.2003
Skills
- Customer support
- Payment processing
- Customer focus
- Call center experience
- Follow-up skills
- Customer education
- System documentation
- File management
- Order processing
- Complaint handling
- Escalation management
- Client support
- Database management
- Service recommendations
- Outbound calling
- Sales documentation
- Account management
- Provider relations
- Funds transfers
- Payment reminders
- Call triage
- Customer service
- Teamwork and collaboration
- Data entry
- Microsoft office
- Computer skills
- Complaint resolution
- Customer relationship management (CRM)
- Document and records management
- Calm and professional under pressure
- Understanding customer needs
- Remote office availability
- Professional telephone demeanor
- Billing adjustments and refunds
- Record keeping strengths
- Customer data confidentiality
- Call center operations
- Transaction processing
- Data management
- Quality control
- Work prioritization
- Policies and procedures adherence
Certification
Notary Public Officer
Timeline
Client Service Representative
Informa
03.2015 - Current
Associate - Business Communication
University of Missouri Kansas City
Diploma -
Southeast High School