Misty McGowan
Lithonia,GA
Summary
Proven Customer Service Specialist with a track record of enhancing customer satisfaction and loyalty at Duke Energy. Excelled in problem resolution and active listening, significantly improving client retention rates. Skilled in conflict resolution and critical thinking, consistently exceeding performance metrics. Demonstrates a unique blend of empathy and efficiency, driving positive outcomes in high-stress situations.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Duke Energy
2021.07 - 2023.03
- 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 rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Service Advisor- Medical
Cinch Home Services
2018.04 - 2021.01
- Educated customers on proper claims maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
High School Diploma -
Sebring High School
Sebring, FL05.1997
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Call center experience
- Conflict Resolution
Timeline
Customer Service Representative
Duke Energy
2021.07 - 2023.03
Service Advisor- Medical
Cinch Home Services
2018.04 - 2021.01
High School Diploma -
Sebring High School
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