Patricia Morse
Richmond,Virginia
Summary
Personable and dedicated Customer Service Representative with extensive experience in security industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Motivated customer Service Manager focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee and company objectives. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
25
25
years of professional experience
Work History
Customer Service Account Manager
Johnson Controls Security Solutions
Aurora, CO
02.2022 - 09.2023
- Processed documentation and troubleshot discrepancies to build client rapport.
- Explained benefits, features and recommendations to maximize client retention.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Reviewed accounts for payments received or approved credit arrangements.
- Developed procedures to ensure customer satisfaction, including responding to inquiries and resolving problems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Conducted regular follow-up calls with customers to address any issues or concerns they may have had.
- Researched and resolved customer complaints promptly and efficiently.
- Created and maintained customer accounts, including entering data into the company's computer system.
- Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
- Maintained an up-to-date knowledge of the company's products and services.
- Participated in regular training sessions on customer service best practices.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Conducted research and reviewed findings to solve customer issues.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Prevented key account losses by researching discrepancies and correcting problems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Audited customer account information to identify issues and develop solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Recognized by management for providing exceptional customer service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Identified needs of customers promptly and efficiently.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Maintained updated knowledge through continuing education and advanced training.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked with cross-functional teams to achieve goals.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Understood and followed oral and written directions.
- Answered [Number] calls per shift to assist with customer questions and concerns.
- Completed day-to-day duties accurately and efficiently.
Central Station Manager
Richmond Alarm Company
Richmond, VA
09.1998 - 02.2022
- Assisted with interviewing potential candidates for open positions within the department.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Analyzed monthly financial statements in order to identify cost savings opportunities while maintaining quality standards within the department.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Delegated work to staff, setting priorities and goals.
- Developed successful team-building initiatives to motivate team members.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Maintained daily operations of the Central Station, including monitoring alarm systems, dispatching personnel to respond to alarms, and providing customer service.
- Implemented successful business strategies to increase revenue and target new markets.
- Assembled ad hoc teams to develop programming, events, public relations and valuable partnerships.
- Worked closely with sales representatives in order to promote products and services offered by the company.
- Negotiated contracts with third-party vendors related to purchasing equipment or materials needed for operation of the station.
- Developed key performance indicators in order to measure success of various initiatives implemented at the Central Station.
- Developed and maintained policy and procedures for the Central Station, ensuring compliance with applicable laws and regulations.
- Drafted quarterly budget plans based on projected costs associated with running the station.
- Analyzed expenditures to create budgets for increasing profits and improving delivery of services.
- Collaborated with other individuals, including [Job Title] to make sure that the department was meeting all regulatory requirements.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Procured equipment to enable station to streamline operations.
- Delivered high level of service to customers in effort to build upon relationships for future.
- Reviewed operational and financial reports to meet station goals and objectives.
- Ensured that all security protocols were followed at the Central Station in order to protect confidential information from unauthorized access.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Participated in employee relations investigations to resolve issues effectively.
- Established employee schedules and work hours, reviewing employee timesheets to finalize payroll.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Encouraged high morale and staff retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
- Coordinated training sessions for new operators on proper usage of equipment and software applications used in the Central Station.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Conducted regular staff meetings to ensure that all employees were familiar with policies and procedures related to the Central Station.
- Resolved technical issues related to alarm systems by troubleshooting hardware and software problems or contacting vendors for assistance.
- Mitigated business risks by working closely with staff members and assessing performance.
- Managed a team of 8 operators responsible for answering incoming calls from customers, responding to alarms and other emergency situations.
- Maintained inventory records of supplies needed for daily operations at the Central Station.
- Prepared staff work schedules and assigned team members to specific duties.
- Monitored progress by establishing plans, budgets and measuring results.
- Developed strategies for improving efficiency and productivity throughout the department.
- Responded promptly to any complaints or concerns raised by customers regarding their alarm system service.
- Resolved [Type] issues and implemented corrective actions to prevent recurrence.
- Structured HR consulting services to support clients during organizational developments and changes.
- Monitored performance of staff members in order to identify areas requiring improvement or additional training.
- Effectively reduced job-related accidents by properly training departmental employees on corporate safety processes.
- Encouraged pleasant work atmosphere for employees to help team stay on track with station goals.
- Monitored staff operations to comply with administrative policies and procedures, safety rules, contracts and government regulations.
- Managed communications plan, public relations and on-air promotions and inserts.
- Formed and sustained strategic relationships with clients.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Created detailed reports on operational activities as well as customer feedback surveys on a weekly basis.
- Implemented departmental and organizational procedures to maximize output.
- Completed day-to-day duties accurately and efficiently.
- Answered [Number] calls per shift to assist with customer questions and concerns.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Understood and followed oral and written directions.
- Collaborated with others to discuss new opportunities.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Recognized by management for providing exceptional customer service.
- Planned and completed group projects, working smoothly with others.
- Achieved cost-savings by developing functional solutions to problems.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Worked with cross-functional teams to achieve goals.
- Leveraged [Software] skills to input and compile data gathered from various sources.
- Maintained schedule of class assignments to meet deadlines.
- Identified needs of customers promptly and efficiently.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Assisted with customer requests and answered questions to improve satisfaction.
Education
Associate of Arts - Business Administration
Marymount Manhattan College
New York, NYSkills
- Account Management
- Call Center Operations
- One Call Resolution
- Service Delivery Optimization
- Training and Mentoring
- Information Security
- Quality Assurance
- Handling Escalations
- Schedule Coordination
- Complaint Resolution
- Call Monitoring
- Audit Support
- Talent Development
- Quality Assurance Controls
- Continuous Improvement
- Training and Coaching
- Positive and Constructive Feedback
- Customer Relationship Management (CRM)
- Deadline-Oriented
- Customer Service
- Research Ability
- QA
- Time Management
- Tactful and Diplomatic
- Research and Due Diligence
- Administrative Support
- Customer Retention
- Customer Relations
- Skilled Multi-Tasker
- Meticulous Attention to Detail
- Workforce Management
- Account Authorizations
- Performance Evaluations
- Team Building and Leadership
- Staff Management
- Employee Scheduling
- Training Programs
- Excellent Time Management Skills
- Problem-Solving
- Account Updates
- New Hire Training
- Conflict Management
- Talent Allocation
- Cash Handling
- Cross-Functional Collaboration
- Decision-Making
- Focused on Customer Satisfaction
- Personnel Training and Development
- Staff Training
- Customer-Focused
- Client Relations and Retention
- Conflict Resolution Techniques
- Work Prioritization
- Persuasive
- Policy Enforcement
- Issue Resolution
- Schedule Management
References
References available upon request.
Timeline
Customer Service Account Manager
Johnson Controls Security Solutions
02.2022 - 09.2023
Central Station Manager
Richmond Alarm Company
09.1998 - 02.2022
Associate of Arts - Business Administration
Marymount Manhattan College