Raechelle Thurman
Dallas
Summary
Dynamic Customer Service Representative with a proven track record at Charter Communications, excelling in problem resolution and relationship building. Recognized for consistently exceeding performance metrics, I leverage critical thinking and active listening to enhance customer satisfaction and drive loyalty. Skilled in account management and adept at training teams to deliver exceptional service.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Charter Communications, Time Warner Cable
09.2020 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers with account management, billing issues, and service upgrades.
- Collaborated with cross-functional teams to enhance customer satisfaction initiatives.
- Trained new representatives on company policies and customer service protocols.
- Managed escalated customer complaints, ensuring timely resolution and follow-up.
- Analyzed customer feedback to identify trends and recommend process improvements.
- Implemented best practices for handling high-volume calls efficiently while maintaining quality service.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma -
South Oak Cliff
Dallas, TX05-2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Payment processing
- Microsoft Excel
- Customer satisfaction measurement
- Call management
- Product knowledge
- Team development
- Microsoft PowerPoint
- Building rapport
- De-escalation techniques
- Customer education
- Product sales
- Product and service solutions
- Account management
- Product promotion
Timeline
Customer Service Representative
Charter Communications, Time Warner Cable
09.2020 - Current
High School Diploma -
South Oak Cliff