Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Peggy Goins

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Ready to help team achieve company goals. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

19
19
years of professional experience

Work History

Appointment Scheduler

Bayshore Transportation
05.2005 - 05.2006


  • Enhanced customer satisfaction with timely and accurate appointment confirmations and reminders.
  • Reduced no-show rates by consistently following up with clients prior to their scheduled appointments.
  • Streamlined appointment setting process for improved client experience and higher retention rates.
  • Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments.
  • Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
  • Optimized available time slots by proactively identifying opportunities to fill cancellations or last-minute openings.
  • Maintained a comprehensive understanding of company policies and procedures in order to effectively communicate them to clients during the scheduling process.
  • Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
  • Acted as a reliable point of contact for clients, addressing concerns or questions about their appointments with professionalism and tact.
  • Answered phone calls and answered questions from potential customers.
  • Handled complaints and questions, and re-directed calls to other team members.
  • Acted as first point of contact and set appointments for prospective clients.

Customer Service Representative

Emile Henry USA
05.2006 - 12.2023
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Updated account information to maintain customer records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed timely and effective replacement of damaged or missing products.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

Education

High School Graduate - Business Administration

Conrad High School
Wilmington, DE
06.1977

Skills

  • Scheduling
  • Complaint Resolution
  • Product Knowledge
  • Data Collection
  • Data Entry
  • Shipping Procedures Understanding
  • Active Listening
  • Service Upselling
  • Microsoft Outlook
  • Microsoft Office Suite
  • Order Fulfillment
  • Problem Resolution
  • Filing
  • Office Equipment Proficiency
  • Multi-Line Phone Talent
  • Microsoft Excel
  • Order Processing
  • Sales Closing
  • Product Promotion
  • Administrative Support
  • Call Center Operations
  • Clerical Support
  • Professional Telephone Demeanor
  • Computer Proficiency
  • Key Holder Experience
  • Money Handling Abilities
  • Brand Representation
  • Customer Service
  • Customer Relations
  • Telephone Etiquette
  • Process Improvement
  • Positive Attitude
  • Account Updating
  • Appointment Scheduling
  • Prioritization

Additional Information

REFERENCES:

Connie Smith, Emile Henry Customer Service Manager, 100 Chesterville Rd., Landenberg, PA 19350

610-639-3543

Lynn Roca, Customer Service,

302-584-4534

Tara Steffen, Emile Henry Marketing Manager,

704-207-6881

Cathy Clark, Friend

302-256-4852


Timeline

Customer Service Representative

Emile Henry USA
05.2006 - 12.2023

Appointment Scheduler

Bayshore Transportation
05.2005 - 05.2006

High School Graduate - Business Administration

Conrad High School

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Peggy Goins