Summary
Overview
Work History
Education
Skills
Timeline
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Quiana Patterson

Philadelphia,PA

Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Market Research position. Ready to help team achieve company goals.

Overview

3
3
years of professional experience

Work History

Customer Care Advocate

Accolade
08.2021 - Current
  • Maintained high levels of customer retention with proactive outreach initiatives.
  • Collaborated with team members to achieve shared goals in improving overall customer experience.
  • Managed over 50 customer calls per day
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers on product features, benefits, and usage, resulting in higher user satisfaction.
  • Conducted thorough research to provide accurate information and resolve complex issues effectively.
  • Consistently exceeded performance metrics while maintaining focus on providing excellent customer support.
  • Maintained detailed records of each interaction, ensuring accurate documentation for future reference or follow-up purposes.
  • Worked closely with other departments when necessary to address interrelated concerns affecting customer experience.
  • Managed multiple priorities under tight deadlines while remaining calm under pressure and delivering excellent results consistently.
  • Used effective time management strategies to handle fluctuating workloads without sacrificing quality or accuracy.
  • Enhanced company reputation through exceptional customer service and follow-up on inquiries.
  • Improved customer satisfaction by addressing and resolving complaints efficiently.

Client Onboarding Specialist

Iron Mountain
03.2021 - 08.2021
  • Enhanced team productivity by streamlining processes and implementing time-saving strategies.
  • Developed strong client relationships through consistent communication and attentive service.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Followed all company policies and procedures to deliver quality work.
  • Listened and responded to customer requests and forwarded necessary information to superiors.
  • Interpreted clients' needs and introduced services to fit specific requirements.
  • Collected, arranged, and input information into database system.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Gathered, organized and input information into digital database.

Customer Service Representative

Hutchinson Plumbing Heating Cooling
07.2020 - 03.2021
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Managed over 100+ inbound and outbound calls per day
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.

Education

Bachelors in Business Administration - Marketing

La Salle University
Philadelphia, PA
12.2023

Skills

  • Written Communication
  • Relationship Building
  • Data Entry Proficiency
  • CRM Software Proficiency
  • SPSS
  • Qualtrics
  • Excel
  • Cross-Functional Collaboration
  • Problem Resolution
  • Database Research
  • Time Management
  • Analytical Skills

Timeline

Customer Care Advocate

Accolade
08.2021 - Current

Client Onboarding Specialist

Iron Mountain
03.2021 - 08.2021

Customer Service Representative

Hutchinson Plumbing Heating Cooling
07.2020 - 03.2021

Bachelors in Business Administration - Marketing

La Salle University
Quiana Patterson