Rebecca Claytor

. Managed a telephone center with approximately 300 employees.

• Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Worked with other phone center managers, within our territory,

• Maintained strong knowledge by participating in workshops, conferences, and online education classes.
• Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
• Evaluated modes of training delivery to optimize training effectiveness, training costs or environmental impacts.

• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
• Conferred with customers by telephone or in person to provide information about products or services and take orders.
• Provided accurate information about products and services to customers.
• Answered customer inquiries and provided accurate information regarding products and services.
• Resolved customer complaints promptly and efficiently.
• Identified opportunities for upselling additional products or services based on customer needs.
• Answered customer inquiries via phone, email, and chat.
• Identified areas of improvement in customer service processes and suggested changes accordingly.
• Maintained a high level of professionalism when dealing with difficult customers.
• Developed strong relationships with customers by providing personalized assistance and support.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
• Provided exceptional customer service to ensure customer satisfaction.
• Tracked orders from start to finish to ensure timely delivery of goods or services.
• Performed administrative tasks such as filing paperwork, updating databases and generating reports.
• Implemented innovative methods for streamlining the customer service process.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Developed positive relationships with customers through friendly interactions.
• Conducted regular follow-up calls with customers after resolving their issues.
• Gathered customer feedback through surveys and used the data to improve customer service.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Answered inbound calls, chats and emails to facilitate customer service.
• Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Used approved scripts to de-escalate angry customers during telephone interactions.