Motuosalaia Toa
Vineyard ,Utah
Summary
Understanding Customer Care Executive with over 20 years of experience in customer care arena. Excellent time management and organizational skills to adapt to new processes.
Overview
12
12
years of professional experience
Work History
Customer Care Executive
Sit And Sleep Corporation
04.2011 - 07.2023
- Served as a key point of contact for escalated issues, diffusing tension and ensuring prompt resolution.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Delivered personalized assistance by actively listening to customers'' concerns and adapting responses accordingly.
- Navigated multiple software systems proficiently while assisting customers, maximizing efficiency in addressing their needs.
- Resolved concerns with products or services to help with retention and drive sales.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Offered free products or services to pacify irate or unsatisfied customers.
Education
Associate of Arts - General Studies
El Camino College
Torrance, CA05.1997
High School Diploma -
Compton High School
Compton, CA06.1993
Skills
- Excellent problem-solving abilities
- Training and Development
- Call Center Operations
- Customer Relationship Management
- Interpersonal Relations
- Complaint Handling
- Good Judgment
- Decision-Making
- Customer Support
- Professional and Courteous
- Problem Resolution
- Escalation management
- Customer Service
Accomplishments
- Achieved Customer Service of the Year award many times through effectively helping with customer satisfaction and complaint de-escalation skills.
3x Customer Service of the Year Rep Award
Nominated and voted on by my peers and administration team for the many cases I handled regarding customer satisfaction which led to customer retention and increased sales.
Timeline
Customer Care Executive
Sit And Sleep Corporation
04.2011 - 07.2023
Associate of Arts - General Studies
El Camino College
High School Diploma -
Compton High School
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