NEDRA BAYNHAM
Summary
A highly experienced Customer Service Representative with 5 years of experience in evaluating account and service histories to identify trends and mitigate future issues. Adept at quickly answering customer telephone calls and using company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions. Committed to providing excellent customer service and finding solutions to customer inquiries in a timely manner. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
PSCU Financial Services
11.2023 - 02.2024
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Chat Representative- Remote
Intouch CX
8 2018 - 11.2023
- Updated account information to maintain customer records.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative/Remote
Data Processing Services Inc.
09.2012 - 01.2018
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Associate of Arts - Business Administration
Nova Southeastern University
Davie, FL08.2005
Skills
- Telecommunications
- MS Office proficiency
- Call center experience
- Customer Relations
- Interpersonal and written communications
- Strong client relations
- Problem-solving abilities
- Active Listening
- Organizational Skills
- Live chat support
- Microsoft Outlook
- Critical Thinking
- Documentation
- Reading Comprehension
- Problem Resolution
Timeline
Customer Service Representative
PSCU Financial Services
11.2023 - 02.2024
Customer Service Representative/Remote
Data Processing Services Inc.
09.2012 - 01.2018
Customer Service Chat Representative- Remote
Intouch CX
8 2018 - 11.2023
Associate of Arts - Business Administration
Nova Southeastern University
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