Summary
Overview
Work History
Education
Skills
Timeline
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Paula Crosby

Montgomery,AL

Summary

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.

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Personable and dedicated Customer Service Representative with extensive experience in [Type] 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.

Overview

21
21
years of professional experience

Work History

CSR Representative

Southeast Gas
Montgomery , AL
01.2017 - 07.2022
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Consulted with customers to resolve service and billing issues.
  • Set up and activated customer accounts.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Made outbound calls to obtain account information.
  • Improved customer service wait times to mitigate complaints.
  • Mentored new employees on procedures and policies to maximize team performance.

CSR Representative

Southeast Gas
Dothan, AL
02.2001 - 01.2017
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Education

High School Diploma -

Autauga Co High School
Prattville, Al
06.1973

Skills

  • Report Generation
  • Report Creation
  • Credit Card Payment Processing
  • Order and Refund Processing

Timeline

CSR Representative

Southeast Gas
01.2017 - 07.2022

CSR Representative

Southeast Gas
02.2001 - 01.2017

High School Diploma -

Autauga Co High School

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Paula Crosby