Natalie Baker
Orlando,FL
Summary
Dedicated Customer Service professional bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by building service-oriented relationships, understanding customer desires, and providing personalized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Conduit Global
05.2019 - 01.2025
- Provided quality customer service in a high-volume call center processing transactions, service sign-ups, and trouble shooting
- Maintained in-depth knowledge of products and services to provide educational information on offerings, field inquiries, and assist customers quickly
- Resolved an average of nearly 100 calls a day while meeting all performance milestones for speed and accuracy
- Reduce cancellation rates on customer calls [by 30%] by de-escalation techniques and communicating effectively with a diverse client base
- Tracked all customer communications to ensure account accuracy and followed up on concerns as needed
Assistant Manager
Jersey Mike's Subs
07.2016 - 10.2018
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Generated repeat business through exceptional customer service
- Maintained and supervised day-to-day operations to meet performance, quality and service expectations.
- Completed regular inventory counts to verify stock levels and forecast future needs.
- Trained, coached, and managed 10+ retail associates as well as conducted performance reviews and provided feedback
Office Manager
Eternally Herbal
08.2014 - 03.2019
- Nearly 5 years of experience providing administrative and operational support to staff and upper-level managers
- Assisted in project tasks and special assignments as needed
- Received and screened incoming calls and emails, directing inquiries to the appropriate personnel
- Scheduled and coordinated meetings and appointments for staff and customers
- Maintained the office calendar and organized travel arrangements
- Trained team members on new products and offerings to support promotional efforts.
Education
Associate of Arts - Digital Communications And Multimedia
Lake-Sumter State College
Leesburg, FL06-2018
Skills
- Computer literacy
- Data Entry
- Multitasking
- Phone etiquette
- Collaboration & Teamwork
- Active listening
- Communication
- Problem solving
- Organization
- Complaint resolution
- Attention to Detail
- Critical thinking
Timeline
Customer Service Representative
Conduit Global
05.2019 - 01.2025
Assistant Manager
Jersey Mike's Subs
07.2016 - 10.2018
Office Manager
Eternally Herbal
08.2014 - 03.2019
Associate of Arts - Digital Communications And Multimedia
Lake-Sumter State College
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