Summary
Overview
Work History
Education
Skills
Timeline
Generic

Paula York

Dallas,TX

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.

Overview

16
16
years of professional experience

Work History

Great Experience Maker, Work From Home

Michales Stores
Dallas, TX
09.2021 - 04.2024
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Understood and followed oral and written directions.
  • 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.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Maintained updated knowledge through continuing education and advanced training.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • 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.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Updated databases with new and modified customer data.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Strengthened customer retention by offering discount options.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Took special orders in person and over telephone, generating additional revenue every month.

Customer Service Representative Supervisor

Kroger's Supermarket
Richardson, TX
02.2008 - 09.2021
  • Initiated various bill payments for customer including but not limited to household (power, phone and internet, car registration and more)
  • Initiated other various customer payments for, but not limited to other customer related services (western Union payments, sending and receiving, and trouble shooting issues, payments to inmates commissary funds sent by customers.)
  • File. This included working overnight yo update the next weeks coming sales information throughout the store.
  • Cash Office. Including balancing the previous days register sales, following procedures to have the coming days in store business set up and more)
  • Sending and receiving of fax documents
  • Selling of lottery tickets
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • 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.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Educated customers on special pricing opportunities and company offerings.
  • Educated customers on billing procedures, managed payments and helped customers configure their payment options.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Updated databases with new and modified customer data.
  • Collected deposits or payments and arranged for billing.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Mentored junior team members and managed employee relationships.
  • Increased customer satisfaction ratings [Number]% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.

Education

Sancroft Secondary School
Sunderland, United Kingdom
04-1982

Skills

  • Call Management
  • Product Knowledge
  • Complaint resolution
  • Scheduling
  • Friendly, Positive Attitude
  • Multitasking
  • Troubleshooting
  • Excellent Communication
  • Remote Office Availability
  • Critical Thinking

Timeline

Great Experience Maker, Work From Home

Michales Stores
09.2021 - 04.2024

Customer Service Representative Supervisor

Kroger's Supermarket
02.2008 - 09.2021

Sancroft Secondary School

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Paula York