Rachael Kersey

Customer Service Representative

MAXIMUS

09.2019 - 04.2021

Delivered exceptional customer service, resolving inquiries and enhancing client satisfaction.
Utilized CRM software to track customer interactions and streamline communication processes.
Developed product knowledge to effectively suggest solutions, increasing upsell opportunities.
Collaborated with cross-functional teams to improve service delivery and address client needs efficiently.
Trained new team members on sales techniques and customer engagement strategies, fostering a supportive environment.
Assisted in creating promotional materials that effectively communicated product features and benefits to customers.
Managed follow-up communications with clients, ensuring timely responses and building long-term relationships.
Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
Increased customer satisfaction by addressing and resolving complex issues effectively.
Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
Supported team members during peak periods by sharing workload and providing guidance when needed.
Contributed to positive team culture, driving motivation and productivity among peers.
Maintained high levels of customer retention with proactive relationship-building strategies.
Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
Enhanced team performance, providing continuous training and support to new and existing representatives.
Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
Implemented upselling techniques to increase average transaction value and drive additional revenue growth.
Managed high volume of customer calls, maintaining calm and professional demeanor.
Resolved customer complaints, ensuring customer satisfaction and loyalty.
Increased repeat business by personalizing customer interactions and remembering client preferences.
Conducted product demonstrations, educating customers and stimulating interest.
Monitored customer satisfaction metrics, identifying trends and areas for improvement.
Implemented feedback mechanisms, gathering valuable insights for service improvement.
Assisted in training of new hires, sharing best practices and company policies.
Maintained detailed records of customer interactions, tracking concerns and resolutions.
Addressed and resolved billing inquiries, ensuring customer satisfaction with account management.
Organized promotional events, increasing brand awareness and customer engagement.
Customized sales pitches to match customer needs, leading to higher conversion rates.
Participated in regular product training sessions to stay updated on latest features and benefits.