Portia Blevins
Atlanta,GA
Summary
Proven Customer Service Specialist with a track record of enhancing customer satisfaction and efficiency at Expedia Remote. Excelled in utilizing CRM software to streamline processes, achieving a 100% satisfaction rating. Skilled in communication and problem-solving, adept at mentoring team members and implementing strategic improvements.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist
Expedia Remote
03.2021 - Current
- Delivered high-quality customer service via phone, email, and chat addressing a wide range of inquiries and resolving issues promptly.
- Utilized CRM software to document and track customer interactions, ensuring accurate records and timely follow-ups.
- Achieved a 100% customer satisfaction rating, consistently meeting or exceeding service level agreements.
- Trained and mentored new team members contributing to the development of a cohesive and knowledgeable support team.
- Implemented process improvements that reduced average response time that reduced average response time by 65% and increased efficiency.
Customer Service Representative
Remote
04.2019 - 02.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Led quarterly customer service meetings to review performance and set goals for improvement.
Skills
- Customer Service
- Good communication skills
- Customer Relations
- Call center experience
- Excellent written and oral communication
- Customer Relationship Management (CRM)
- CRM Software
- Problem-solving abilities
Timeline
Customer Service Specialist
Expedia Remote
03.2021 - Current
Customer Service Representative
Remote
04.2019 - 02.2021
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