Niketha Broadhead

Customer Service Representative

Apple

06.2021 - Current

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 strong product knowledge to provide informed recommendations based on individual customer needs.
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.
Assisted customers in navigating company website and placing online orders, improving overall user experience.
Collaborated with team members to develop best practices for consistent customer service delivery.
Contributed to sales growth by upselling products and services based on individual customer requirements.
Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Trained new Customer Service Representatives on company policies, procedures, and best practices.
Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Collaborated with product team to communicate customer feedback, resulting in product enhancements.
Boosted team morale by consistently recognizing colleagues' contributions and achievements.
Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Analyzed customer service metrics to identify trends and develop strategies for improvement.
Improved resolution time with effective problem-solving for customer complaints.
Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Developed feedback system for customers to share their service experience, leading to actionable improvements.
Implemented rewards program that encouraged repeat business and strengthened customer relationships.
Participated in training programs to enhance product knowledge and customer service skills.
Conducted training sessions for new hires, ensuring consistent level of service across team.