REGINA FERGUSSON

Adept at navigating high-stakes customer service scenarios, I significantly enhanced client retention for CORPORATION MISTI S.A./ COCA COLA PERU through expert complaint handling and relationship building. My skills in customer relationship management and contract negotiation led to resolving critical issues, ensuring client satisfaction and loyalty.

• Processed new accounts and suggested additional products and services, increasing purchases by $[Number] on average per account.
• Mentored new customer service representatives in telephone etiquette and problem solving skills, improving their overall confidence and enabling them to begin taking calls within days of hire.
• Developed a new telephone script that was positively received by customers and so impressive that management implemented it for the entire department.
• Developed exemplary research skills which helped alleviate customer issues quickly and effectively, saving relationships.
• Boosted customer call intake from an average of [Number] daily calls to [Number] calls by asking open-ended questions and making effective suggestions.
• Suggested free upgrades for customer equipment that clients were unaware of which boosted brand loyalty.
• Explained policies on product returns in great detail, reducing repeat calls by [Number]%.
• Achieved [Result] by completing [Task] with accuracy and efficiency.
• Resolved product issue through consumer testing.
• Documented and resolved [Issue] which led to [Results].
• Supervised team of [Number] staff members.
• Collaborated with team of [Number] in the development of [Project name].
• Achieved [Result] by introducing [Software] for [Type] tasks.