Peggy Stillwagon
San Antonio,TX
Summary
Results-driven Customer Solutions Specialist known for high productivity and efficient task completion. Skilled in conflict resolution, customer relationship management, and communication technologies. Excel in active listening, empathy, and problem-solving to enhance customer satisfaction and loyalty.
Overview
21
21
years of professional experience
Work History
Customer Solutions Specialist
Charter Spectrum
San Antonio, Texas
02.2024 - Current
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Prevented key account losses by researching discrepancies and correcting problems.
- Strengthened customer retention by offering discount options.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Resolved customer complaints in a timely manner by listening attentively to customer concerns and offering solutions that met their needs.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Assisted customers with product selection, purchase decisions and inquiries regarding products or services.
- Resolved customer complaints in a timely manner, ensuring customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Worked effectively in team environments to make the workplace more productive.
- Identified needs of customers promptly and efficiently.
- Utilized various software and tools to streamline processes and optimize performance.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Customer Service Representative
QVC Call Center
San Antonio, TX
01.2017 - 02.2018
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Educated customers on special pricing opportunities and company offerings.
- Excelled in exceeding daily credit card application goals.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Improved customer service wait times to mitigate complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided top quality control and eliminated downtime to maximize revenue.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Consulted with customers to resolve service and billing issues.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Strengthened customer retention by offering discount options.
Office Manager
Texas Aqua Solutions
Helotes, TX
03.2004 - 12.2016
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Prepared agendas for board meetings along with taking minutes during sessions.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Sustained office efficiency by implementing and planning office systems, equipment procurement and layouts.
- Supervised staff members, organized schedules and delegated tasks.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Processed payroll accurately ensuring all employees were paid on time.
- Delegated work to staff, setting priorities and goals.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Provided administrative support to management team including preparing reports and presentations.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Used judgment and initiative in handling confidential matters and requests.
- Reviewed files and records to obtain information and respond to requests.
- Recruited and trained new employees to meet job requirements.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided training to new hires on office policies and procedures.
- Identified needs of customers promptly and efficiently.
- Understood and followed oral and written directions.
- Completed day-to-day duties accurately and efficiently.
- Delivered products to customer locations on time.
- Collaborated with others to discuss new opportunities.
- Exceeded customer satisfaction by finding creative solutions to problems.
Education
High School Diploma -
Ronald Reagan
San Antonio, TX05-2004
Skills
- Complaint Resolution
- Paperwork Processing
- Appointment Scheduling
- Report Generation
- Inbound and Outbound Calling
- Data Entry
- Call Management
- Scheduling
- Account Updating
- Prioritization
- Adaptive Team Player
- Conflict Mediation
- Customer Service
- Problem Resolution
- Client Relations
- Courteous Demeanor
- Active Listening
- Sales techniques
- Product knowledge
- Conflict resolution
- Customer retention
- Team collaboration
- Time management
- Effective communication
- Problem solving
- Resourcefulness
- Upselling techniques
- Customer needs assessments
Timeline
Customer Solutions Specialist
Charter Spectrum
02.2024 - Current
Customer Service Representative
QVC Call Center
01.2017 - 02.2018
Office Manager
Texas Aqua Solutions
03.2004 - 12.2016
High School Diploma -
Ronald Reagan