Mercedes McQueen
Montgomery,AL
Summary
I have over 10 years experienced Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level customer service position. Strong leader and problem solver ready to help team achieve company goals.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Edfinancial Services
02.2022 - 06.2024
- Described loan options to customers and accurately explained details and requirements of best option
- Maintained and organized a customer database for over 1000+ clients nationwide.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
Customer Service Representative
Adecco Staffing
10.2020 - 01.2022
- Handle 200 calls daily, duties including Signing up new customers, retrieving customer data, presenting relevant product information, and canceling services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
Customer Service Representative
ASK
04.2017 - 03.2020
- 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.
Education
Skills
- Answer approximately 200 incoming calls daily utilizing a courteous and professional manner to collect information and identify customer needs
- MS Office Proficiency
- Apply problem solving skills to resolve customer inquiries and dispute,and escalate using appropriate channels when necessary
- Meet and exceed daily productivity goals, including high call volume and appointment setting,and consistently earned top survey satisfaction scores
- 70 WPM Typist
- Computer Proficient
- Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Investigated and resolved customer inquiries and complaints quickly
- Promptly responded to inquiries and requests from perspective customers
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Computer Proficiency
- Conflict Resolution
- Complaint resolution
- Payment Processing
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Client Relations
- Customer satisfaction measurement
- Scheduling
- Follow-up skills
- Product Knowledge
- Paperwork Processing
- Appointment Scheduling
- Documentation
- Data Collection
- Microsoft PowerPoint
- Microsoft Office Suite
- Staff Training
- De-Escalation Techniques
- Building rapport
- Technical Support
- Quality Control
- Prioritization
- Live chat support
- Dispute Resolution
- Sales expertise
- Order Fulfillment
- Assertiveness
- Recordkeeping strengths
- Account updating
- Research
- Reading Comprehension
- Delivery Scheduling
References
Available upon request.
Timeline
Customer Service Representative
Edfinancial Services
02.2022 - 06.2024
Customer Service Representative
Adecco Staffing
10.2020 - 01.2022
Customer Service Representative
ASK
04.2017 - 03.2020