Midjy Laplante

• Managed high-stress situations effectively, maintaining professionalism under pressure in a way that solves customer's complaints and problems.
• Demonstrated excellent customer service skills managing a large volume of inbound and outbound calls in a fast-paced call center environment.
• Assist customers to verify billing information, collect payments, or resolve service issues.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.

• Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
• Investigated and resolved customer inquiries and complaints quickly.
• Educated customers about billing, payment processing and support policies and procedures.
• 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.

Properly handled inbound and outbound calls, live chats and emails daily in a complex, fast-paced and challenging environment.

Attained 97% customer satisfaction on voluntary surveys, increasing customer retention by 6%

Grew existing customer accounts by 9% through compassionate customer service and effective sales techniques

Triaged incoming calls, thereby reducing the average time to resolution by 4 minutes.

Maintained a courteous, empathetic attitude towards customers, reducing complaints about service by 27%