Peggie Repak
Dresden,OH
Summary
Dynamic Senior Customer Service Representative with a proven track record at Thirty One Gifts, excelling in complaint resolution and customer support. Recognized for consistently surpassing performance targets and enhancing customer satisfaction through effective conflict management and quality assurance. Adept at mentoring teams and implementing strategies that drive repeat business and foster strong client relationships.
Overview
7
7
years of professional experience
Work History
Senior Customer Service Representative
CVS/AETNA
10.2018 - Current
- Consistently exceeded performance targets.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Escalated issues to proper supervisors when standard processes were not effective.
- Reduced call wait times by implementing effective time management techniques within the team.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
Education
High School Diploma -
Start High School
Toledo, OHNo Degree - Business Economics
Global Tech
5555 Airport Hwy, Suite 130, Toledo, OH 43615Skills
- Customer support
- Complaint resolution
- Quality assurance
- Conflict management
- Call center experience
- Live chat support
- Returns and exchanges
- Email management
- Customer service
- Call control
Timeline
Senior Customer Service Representative
CVS/AETNA
10.2018 - Current
High School Diploma -
Start High School
No Degree - Business Economics
Global Tech
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