Patricia Viola

• Delivered top-notch administrative support to office staff, promoting excellence in office operations.
• Standardized office structures and processes to promote collaboration and increased performance.
• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Consulted with customers to assess needs and propose optimal solutions.
• Employed prompt decision-making and in-depth research to resolve issues.
• Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.

Member of the front-line customer service team. Served customers via phone, email and chat. As part of the exceptions team handled the behind the scenes service issues;provided the solutions to a variety of order issues, processing credits,handling returns, and created replacement orders when necessary. Handled credits and refunds through various payment processing platforms domestic and international. Proactively contacted customers regarding order delays. Reviewed order inquiries. Handled regular customer service needs as well, order taking and general questions when needed. Attended daily zoom meetings; 100 percent remote work. Experienced in Zendesk and Slack. Expertise in problem-solving, de-escalation techniques,coordinating and executing issue resolution. Attended intense training and coaching sessions.

• Recommended products to customers, thoroughly explaining details.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
• Delivered prompt service to prioritize customer needs.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.