Summary
Overview
Work History
Education
Skills
Additional Information
Personal Information
Timeline
CustomerServiceRepresentative

Merlaine Simeon

Apopka,FL

Summary

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.

Overview

22
22
years of professional experience

Work History

Customer Service Representative

PetMeds
06.2023 - 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.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Delivered prompt service to prioritize customer needs.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Customer Service Support Associate

Activus Connect
02.2020 - 09.2022
  • Established priority company values to ensure customer satisfaction pre and post every inbound interaction
  • Efficiently recorded customer inquiries by documenting requests, responses, and additional comments in customers' company accounts
  • Built sustainable relationships and trust with customer accounts through open and interactive communication
  • Founded professional relationships with long-term customers to ensure their satisfaction among each phase of their experience with Activus Connect via email, fax, phone, and chat
  • Handled customer complaints by providing appropriate solutions and alternatives within suitable time constraints as well as being available for customer check-ins.

Taxi Dispatcher

B & L Service, Inc.
03.2002 - 03.2018
  • Managed, allocated, and prioritized taxi bookings to ensure all jobs are dispatched in a timely manner
  • Obtained and confirmed the necessary information from the customer regarding their transportation booking
  • Recorded all data accurately and effectively dispatched each job to its corresponding fleet
  • Communicated with dispatch staff to arrange for taxis to transmit immediately or at a specified time according to each request
  • Trained new dispatchers on the company's policies and procedures for dispatching cabs.
  • Implemented effective strategies for managing peak periods, ensuring smooth operations during busy times.

Education

HS Diploma -

Boyd Anderson High School
Lauderdale Lakes, FL
06.1996

Skills

  • Microsoft Office Suite
  • Project Management
  • Resource Management
  • Appointment Scheduling
  • Feedback Analysis
  • Technical Issue Troubleshooting
  • Customer Service - Soft Skills
  • Active Listening
  • Friendly and Patient
  • Master Pack
  • Salesforce
  • Five9
  • Data Entry
  • Call center experience
  • Live chat support

Additional Information

Actively seeking an opportunity to further enhance professional development through post-secondary education, leadership, and professional workplaces. With nearly two decades in customer support, I aim to find a career to grow in with effective leadership, room for growth, and appreciation for employees.

Personal Information

Title: CUSTOMER SUPPORT SPECIALIST

Timeline

Customer Service Representative

PetMeds
06.2023 - Current

Customer Service Support Associate

Activus Connect
02.2020 - 09.2022

Taxi Dispatcher

B & L Service, Inc.
03.2002 - 03.2018

HS Diploma -

Boyd Anderson High School

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Merlaine Simeon