Qiana Johnson Stanback

Customer Service Agent Representative

Arnold,MD

Summary

Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Polite and professional customer agent successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. 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.

Overview

years of professional experience

Work History

Customer Service Representative Agent

Maryland State Government (MVA)

Annapolis, MD

08.2010 - Current

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Provided primary customer support to internal and external customers.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Assisted customers with setting appointments.
Developed community reputation through commitment to customer satisfaction and strong client relationships.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Delivered prompt service to prioritize customer needs.
Maintained up-to-date knowledge of product and service changes.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Responded proactively and positively to rapid change.

Customer Service Representative

Maryland State Government (VEIP)

Glen Burnie, MD

04.2000 - 10.2010

Resolved customer service issues using company processes and policies and provided updates to customers.
Greeted customers and listened closely to problems described to determine solutions.
Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Facilitated communications through management of inbound and outbound customer calls.
Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Answered customer telephone calls promptly to avoid on-hold wait times.
Answered constant flow of customer calls with minimal wait times.
Provided primary customer support to internal and external customers.

Education

International House Of Prayer , 4401 Hardwood Md 20776

05.1995

Skills

Client Relationships
Information Updates
Documenting
Understanding Customer Needs

Process Transactions
Creating Accounts
Comparing Products

Accomplishments

Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Customer Relations - Earned highest marks for customer satisfaction, company-wide.

Timeline

Customer Service Representative Agent - Maryland State Government (MVA)

08.2010 - Current

Customer Service Representative - Maryland State Government (VEIP)

04.2000 - 10.2010

International House Of Prayer - ,