Renee Jones
Charlotte,NC
Summary
A dynamic Business Care Representative at Iqor, I excelled in client relationship building and leveraging Microsoft Office to enhance customer satisfaction. Known for a strong work ethic and exceptional customer service, I consistently exceeded performance targets, fostering trust and collaboration among stakeholders, and leading to increased client retention.
Overview
15
15
years of professional experience
Work History
Business Care Representative
Iqor
12.2009 - Current
- Exceeded performance targets consistently by prioritizing workload effectively and focusing on high-impact tasks first.
- Developed strong relationships with key business partners, fostering collaboration and trust among stakeholders.
- Assisted customers in resolving potential product or service-related issues.(
- Assisted customers in resolving potential product or service-related issue
- Used client-specific tools to research inquiries, document customer interactions and issue resolutions.
- Conducted regular follow-ups with customers after issue resolution to ensure ongoing satisfaction and gather additional feedback for future improvements.
- Maintained up-to-date knowledge about industry trends and emerging technologies, enabling informed recommendations for clients'' unique needs.
- Troubleshot technical issues related to products and services.
- Delivered exceptional service to clients, leading to increased client retention and positive feedback.
- Enhanced customer satisfaction by efficiently addressing and resolving concerns in a timely manner.
- Received and responded to inbound customer inquiries via phone, email and text.
- Managed a high volume of daily tasks effectively, ensuring all duties were completed accurately and on time.
- Identified root cause of inquiries by asking probing questions to determine best solution.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved accounting, service and delivery concerns.
Education
No Degree -
Prince George's Community College
Upper Marlboro, MD08-1976
High School Diploma -
Calvin Coolidge High School
Washington, DC06-1976
Skills
- Strong work ethic
- Client relationship building
- Cross-selling techniques
- Up-selling strategies
- Teamwork
- Customer service
- Understanding customer needs
- Customer service excellence
- Team collaboration
- Active listening
- Calm under pressure
- Money handling
- Customer relations
- Phone etiquette
- Microsoft office
- Call center experience
- Self motivation
- Customer relationship management
- Work prioritization
Timeline
Business Care Representative
Iqor
12.2009 - Current
No Degree -
Prince George's Community College
High School Diploma -
Calvin Coolidge High School
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