Reema Samhouri
Los Angeles,CA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
11
11
years of professional experience
Work History
Remote Call Center Representative
New York Psychotherapy And Counseling Center
09.2020 - 07.2023
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Boosted customer service satisfaction ratings through consistent quality control.
- Educated customers on company systems, form completion, and access to services.
Customer Service Representative
Michigan Box Company
01.2019 - 04.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Veterinary Receptionist
Uptown Veterinary Clinic
04.2016 - 01.2019
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed multi-line phone system and pleasantly greeted patients.
- Fielded phone calls from pet owners, answered questions and took messages for veterinarians.
- Entered data from pet records and office visits into computer system.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Greeted pet parents with warm smile and pleasantly asked for sign-ins upon arrival.
Customer Care Representative
22nd Century Technologies, Inc
04.2014 - 07.2016
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
Call Center Customer Service Specialist
Traveling Teams
06.2012 - 04.2014
- Resolved customer complaints and addressed emergency requests and needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered over [Number] calls per shift to meet fast-paced call center demands.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
Bachelor of Arts - Psychology
Wayne State University
Detroit, MISkills
- Active Listening
- Staff Training
- Microsoft Word
- Customer Relations
- Account Management
- Order Fulfillment
- Microsoft PowerPoint
- Microsoft Excel
- Call Triaging
- Recordkeeping Strengths
- Conflict Mediation
- Computer Proficiency
- Managing Multiple Tasks
- Call Center Operations
- Multi-Line Phone Talent
- Customer Relationship Management
- Problem-Solving Ability
- Quality Assurance Controls
- Customer Consulting
- Critical Thinking
- Professional Telephone Demeanor
- Conflict Resolution
- Customer Service
- Customer Account Management
Timeline
Remote Call Center Representative
New York Psychotherapy And Counseling Center
09.2020 - 07.2023
Customer Service Representative
Michigan Box Company
01.2019 - 04.2020
Veterinary Receptionist
Uptown Veterinary Clinic
04.2016 - 01.2019
Customer Care Representative
22nd Century Technologies, Inc
04.2014 - 07.2016
Call Center Customer Service Specialist
Traveling Teams
06.2012 - 04.2014
Bachelor of Arts - Psychology
Wayne State University
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